Salesforce Support Lead

Position: Permanent

Role: Salesforce Support Lead(Onsite)

Experience: 10-12 Years

Location: Bangalore

Shift: Rotational

Work Mode: 5 days WFO

Key Skills: Excellent Communication, Application/Production Support, Domain - Investment banking, Asset Management, Private Equities. About the Company: Movate, formerly called CSS CORP, is a new-age services company that harnesses the power of digital technologies to reimagine customer engagements. We enable businesses to anticipate and face disruptions effectively through our digital, technology and support services. We are a global customer experience and technology consulting services provider and a digital transformation partner of choice for its clients, which include the worlds top innovators across industries, from mid-market players to large enterprises. We have a diverse team of over 11,500 customer-centric thinkers, collaborators, and co-creators across 20 global locations. Position Overview We are seeking an experienced Salesforce Support Lead to manage and lead onsite application support for Salesforce implementation supporting Private Equity and Asset Management business functions. The role requires strong hands-on Salesforce support expertise combined with deep domain understanding, stakeholder management, and leadership of L1/L2 support teams. The Support Lead will act as the primary onsite point of contact for business users, ensuring operational stability, timely issue resolution, and continuous improvement of Salesforce-based solutions.

Responsibilities

Lead onsite L1/L2 Salesforce support operations, ensuring SLA adherence and high service quality

Act as the single point of contact (SPOC) for client stakeholders on support-related matters

Own incident, problem, and change management processes in alignment with ITIL practices

Drive root cause analysis (RCA) for recurring issues and implement preventive measures

Provide hands-on support for Salesforce modules, including:

Sales Cloud, Service Cloud, and custom objects

Workflow rules, validation rules, flows, approval processes

Reports, dashboards, and data visibility issues

Handle complex data operations such as:

Company merges, contact merges, account hierarchies

Data corrections, deduplication, and data quality management

Coordinate with development and integration teams for defect fixes and enhancements

Support Salesforce solutions used in Private Equity and Asset Management, including:

Deal pipelines, portfolio companies, fund structures

Coverage models, relationships, and investor tracking

Sales, trading, and post-deal operations (as applicable)

Translate business issues into clear functional requirements for technical teams

Proactively engage with business users to understand evolving needs

Work closely with client business leads, product owners, and IT teams

Provide regular status updates, dashboards, and support metrics to stakeholders

Participate in governance meetings, CAB calls, and release planning discussions

Mentor and guide offshore/onshore support team members

Build and maintain knowledge base articles, SOPs, and runbooks

Reduce business dependency by driving structured knowledge transition and documentation .Required Skills & Experience

10+ years of experience in Salesforce application support (L2/L3 preferred)

Strong understanding of Salesforce data model and security model Hands-on experience with:

User management, profiles, and permission sets

Data Loader, reports, dashboards

Integrations and API issue troubleshooting (preferred)

Salesforce certifications (Admin / Advanced Admin / Service Cloud) are a strong plus

Proven experience supporting Salesforce solutions in:

Private Equity, Asset Management, or Investment Banking environments

Strong understanding of financial services concepts such as:

Funds, portfolio companies, investors, coverage models

Deal lifecycle and relationship management

Strong onsite client-facing and communication skills

Ability to lead, influence, and collaborate across cross-functional teams

Excellent problem-solving, analytical, and decision-making abilities

Experience working in global delivery and onsite-offshore models. Nice to Have

ITIL certification or strong ITIL process exposure

Experience with KCS (Knowledge-Centered Support) practices

Exposure to Salesforce DevOps tools and release management

Experience supporting GenAI-enabled Salesforce solutions or chatbots. Pay range and compensation package

Competitive salary based on experience and qualifications. Equal Opportunity Statement

We are an equal opportunity employer and are committed to creating a diverse and inclusive workplace.

We encourage applications from all qualified individuals regardless of race, gender, age, sexual orientation, disability, or any other characteristic protected by law.

Qualifications:

Bachelors degree in computer science, Information Technology, or a related field (or equivalent experience).

Interested candidates can share their cv at chanchala.kumari@infystrat.com