Director of Platform Reliability
Core
Lead the Salesforce Level 2 Support function, ensuring platform stability, availability, and performance for Sales Cloud, Service Cloud, Marketing Cloud, and Experience Cloud.
Role type
Director of Platform Reliability (Service Operations)
Builds
High-quality support services and operational resilience for the Salesforce ecosystem
Domain
Financial Services / Enterprise SaaS Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Salesforce Administration and Platform Architecture, Service Cloud, Sales Cloud, Experience Cloud, Salesforce Integrations, ITSM Platforms, Incident and Problem Management, Vendor Management, Global Team Leadership, Regulatory Compliance
Preferred skills
AI-driven monitoring, DevOps practices, Operational transformation
Technologies
Salesforce, ServiceNow, APIs, Middleware, Event-driven Architecture
Responsibilities
Own end-to-end Level 2 support strategy, lead major incident management, establish support SLAs and KPIs, manage vendor relationships and budgets, drive automation and continuous improvement, lead a globally distributed support team
Seniority
Director, strategic leadership