Hub Support(Saleforce-Multi Cloud)
Core
End-to-end problem management and escalation hub for Salesforce multi-cloud environments (Core, Commerce, Marketing), ensuring SLA compliance and driving continuous improvement across brands.
Role type
Senior IT Service Management Engineer (Salesforce Multi-Cloud)
Builds
Stable, high-availability CRM/Commerce/Marketing operations for global brands
Domain
IT Service Management (ITIL) + Salesforce Ecosystem
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
ITIL practices, Salesforce multi-cloud support models, SLA management, incident/problem management, cross-team coordination, analytical reporting, ITSM tooling
Preferred skills
Retail/luxury commerce experience, Salesforce certification, ITIL certification, French/Italian language skills
Technologies
Salesforce Core, Commerce Cloud, Marketing Cloud, ITSM tools
Responsibilities
Own end-to-end problem management process (identification, prioritization, root cause analysis, permanent-fix tracking); Act as escalation hub between L2/L3 teams and shared specialists; Monitor SLA performance and drive corrective actions; Coordinate major incident management (triage, communication, post-incident reviews); Consolidate incident trends to identify systemic issues; Facilitate project/steering committees and reporting; Ensure data quality in ITSM tools; Coordinate cross-team collaboration (ERP, POS, middleware, security); Support knowledge management and capacity planning.
Seniority
Senior, hands-on IC
