Salesforce Devops - SRE

Job Description

Job Title. - Salesforce Devops - SRE

Department - Employee Services Technology & Operations – CIO RUN Function

Experience Level - 4 – 8 Years

Location - Pune, India (Hybrid)

Shift Pattern - APAC and EMEA Shift

Reporting Manager - Yashwant Sinha

Role Overview

We are seeking an experienced Salesforce Devops engineer with 5+ years of technical expertise to join our team within the CIO RUN function. In this role, you will bridge engineering, operations, and business systems—driving system stability, proactive detection, and rapid incident mitigation while leading administration, enhancement, and process optimization across our Salesforce and Quote to Cash (Q2C) platform ecosystems.

You will be responsible for hands-on configuration of observability platforms, triaging system alerts and user reports, managing incident response workflows, enforcing end-to-end ITIL lifecycles (Incident, Problem, and Change Management), and configuring Salesforce applications (custom objects, validation rules, flows, profiles/permissions, and Q2C workflows) to support evolving administrative and business requirements.

Primary Platforms: Salesforce Sales Cloud, Core Sales and Salesforce CPQ / Q2C. Zuora Billing knowledge is a plus. Over time, you may also support onboarding of other critical Tier 0 and Tier 1 applications in the Salesforce value stream.

Key Responsibilities

• Partner and collaborate with end users to understand administrative needs, resolve issues and meet business requirements.
• Handle both end user tickets and monitoring tickets from ITIL perspective with end to end ownership maintaining required response and resolution SLA targets.
• Liaise with the problem manager to identify repeated incidents and engage with level 2 or domain teams for permanent fixes.
• Able to manage high impact major incidents P1/P2 and able to perform initial level troubleshooting and triaging.
• Develop and mentor others around application customization via custom objects, validation rules, workflows, flows, process builder, etc
• Implement, own and optimize internal processes to improve efficiency.
• Document procedures, policies, and systems in Runbooks, SOPs and KEDBs/KB Articles.
• Manage and own system administration and help streamline business functionality including: profiles/permissions, role hierarchy, security models, application customization, reports and dashboards, etc
• In future , also support onboarding of other critical Tier 0 and Tier 1 applications relating to Salesforce value streams.

Detailed Roles & Responsibilities

1. Core Sales & ITCRM Support Responsibilities :-
   
   

• User & Access Administration: Manage end-to-end user administration, including logins, MFA troubleshooting, password resets, license assignments, profiles, permission sets, roles, and sharing settings across Core Sales and Salesforce environments.
• Visibility & UI Administration: Administer and adjust field-level security, custom fields, page layouts, record types, list views, report access, and button/tab visibility to support smooth end-user workflows.
• Light Data & Config Operations: Execute routine data fixes, picklist updates, public group management, delegated approver setups, and light operational configuration updates.
• Triage & Routing: Actively monitor and triage the ITCRM support queue and incoming requests, accurately categorizing issues, resolving L1/L2 admin queries, and routing non-admin requests (such as CPQ incidents or complex integrations) to appropriate domain teams.
• ITIL-Based Incident & Request Handling: Own and drive ITIL-aligned Incident and Service Request lifecycles for Core Sales, meeting defined SLA targets for response and resolution times while maintaining clean documentation and knowledge base updates.
  
  

1. Salesforce & Quote to Cash (Q2C) Administration:-
   
   

• Partner and collaborate with business stakeholders and end users to understand administrative needs, gather requirements, and resolve system issues.
• Design, configure, and customize Salesforce applications using custom objects, validation rules, workflows, Flows, and Process Builder.
• Manage system administration and streamline business functionality, including user profiles/permissions, role hierarchies, security models, reports, and dashboards.
• Implement, own, and optimize internal Quote to Cash (Q2C) processes to drive operational efficiency across revenue and billing systems.

1. Triage & Incident Management:-
   
   

• Actively triage incoming system alerts and user-reported issues, minimizing Mean Time to Detect (MTTD) and Mean Time to Restore (MTTR).
• Participate in incident swarming and real-time operational response utilizing modern collaboration and ITSM tools such as Incident.io, Datadog, Jira, and Slack.
• Oversee the lifecycle of monitoring tickets, maintaining strict adherence to SLA compliance and response metrics.
  
  

1. Problem & Change Management:-
   
   

• Assist problem manager to conduct thorough Root Cause Analysis (RCA) and facilitate Post-Incident Reviews (PIR) to eliminate recurring incidents for Salesforce CPQ & Core Salesforce.
• Maintain and expand the Known Error Database (KEDB) and runbook documentation to mitigate Single Point of Failure (SPOF) risks across operational workflows.
• Assist change manager in reviewing and governing change requests, verifying risk assessments and rollback plans to maintain operational continuity.

1. Tooling & Integration Management:-

• Monitor, troubleshoot, and support bi-directional SaaS integrations and data pipelines (e.g., Salesforce-to-Zuora, Workato, AWS Lambda, and EHC/Zendesk platforms).
• Ensure seamless data flow across ticketing and incident management ecosystems, collaborating with engineering leads to resolve integration breaks.

Required Qualifications

• Experience: 5+ years of experience in Site Reliability Engineering (SRE), IT Operations, System Engineering, NOC or Global Command Centre environments.
• Observability & Systems Analysis: Hands-on experience handling telemetry-triggered incidents (APM, metrics, tracing in Datadog/Dynatrace) combined with strong business systems analysis capability in enterprise SaaS applications.
• ITIL Proficiency: Strong working knowledge of ITIL frameworks, specifically Incident, Problem, and Change Management integration.
• Cloud & Architecture: Technical experience with cloud platforms (AWS/GCP), API integrations, payload troubleshooting, and database querying via SQL.
• Salesforce & Q2C Expertise: Demonstrated experience administering Salesforce platforms, managing Quote to Cash (Q2C) workflows, configuring security models/permissions, and building declarative automations (Flows, validation rules)
• Operational Drive: Proven track record in reducing alert fatigue, managing complex system environments, and maintaining composure during high-priority outage events.

Nice to Have

• ITIL 4 Foundation certification or specialized certifications in Incident/Problem Management.
• Prior experience in service-based or consulting environments with broad, multi-client operational exposure.
• Background in a global technology company supporting enterprise-grade, business-critical SaaS systems and distributed topologies.
• AWS , Salesforce and Integration/Middleware knowledge will be an addon.
• Zuora Billing knowledge (subscriptions, amendments, charges, invoicing)
• Salesforce Admin / CPQ / Platform certification.

Please note that Zendesk can only hire candidates who are physically located and plan to work from Karnataka or Maharashtra. Please refer to the location posted on the requisition for where this role is based.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

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About Us

Zendesk is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.

Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.

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What’s it like to work here? Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.

With our hybrid approach, you’ll experience flexibility and connection, collaboration, and learning with your team.

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