SALESFORCE OPS (SRE AND INCIDENTS) MANAGER

CONTEXT

Joining the SmartER Factory, you will play a pivotal role as a Salesforce Ops (SRE and Incidents) Manager within an agile-at-scale digital platform environment. You will be frontline responsible for the operational excellence, availability, and continuous improvement of Salesforce-powered systems supporting our client-facing products.

YOUR ROLE

• Managing a talented and motivated team working on SRE, Incidents and local BUs autonomy
• Feeding the team with vision and direction for continuous improvements
• Following KPIs and efficiency of SRE & Incident management processes
• Ensuring the reliability and performance of Salesforce environments through proactive monitoring, incident detection, and resolution, minimizing downtime and impact on clients.
• Managing the end-to-end incident lifecycle: identifying, coordinating response teams, communicating transparently with stakeholders, and driving root cause analyses and preventive actions.
• Collaborating closely with Product, Tech, and Design teams to drive operational best practices and embed resilience within new developments and releases.
• Implementing and maintaining automation for deployment, monitoring, and operational tasks to scale effectively with our platform growth.
• Maintaining detailed operational documentation and knowledge sharing to support team autonomy and continuous learning.
• Developing training and certification programs for local BUs administrators
• Advocating and embedding the SmartER Factory's core values - Speak your Mind, Trust, Winning Spirit, and Fun - by encouraging open dialogue, empowering teams, and fostering a positive, collaborative work culture.
• Participating in quarterly PI planning and cross-team synchronization activities aligned with SAFe practices to seamlessly integrate operational goals with business priorities.

YOUR PROFILE

Required Soft Skills

• Strong communication skills in English, enabling clear and transparent incident communications and cross-functional collaboration.
• A proactive mindset with the ability to speak your mind respectfully and constructively challenge processes for continuous improvement.
• Resilience, calmness under pressure, and a systematic approach to managing complex incidents.
• Team spirit combined with autonomy, showing trust in peers while confidently driving operational excellence.
• A passion for innovation balanced with a sense of humor and enjoyment at work.

Required Hard Skills

• Demonstrated expertise with Salesforce platform operations, including administration
• Solid experience in Site Reliability Engineering practices-monitoring, alerting, incident management, capacity planning, and automation.
• Proficiency using tools such as monitoring tools (e.g., New Relic, Datadog), and incident management platforms (e.g., PagerDuty, Jira).
• Familiarity with cloud infrastructure (AWS preferred) and integration technologies supporting Salesforce ecosystems.
• Experience working in agile environments, ideally with SAFe or similar scaling frameworks.
• Strong problem-solving skills and a customer-focused approach to managing operational stability.

Preferred Skills (Nice to Have)

• Knowledge of Zuora (CPQ / Billing)
• Experience with complex integration projects (middleware, third‑party APIs)
• Experience in a multi‑org / multi‑country environment