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Role overview
We are seeking a Salesforce Site Reliability Engineer (SRE) / Managed Services Reliability Engineer to ensure the availability, reliability, performance, and operational health of Salesforce and related managed services.
The role combines SRE and DevOps monitoring practices with Salesforce platform knowledge. The ideal candidate will work across observability, incident management, Salesforce production operations, integrations, SLA/OLA management, reliability engineering, and continuous improvement.
Key responsibilities
1.Monitoring & Observability
Monitor Salesforce applications, integrations, APIs, middleware, and related managed services using Datadog or similar observability tools.
Track application health, performance, availability, errors, API failures, and integration issues.
Configure and maintain operational dashboards and KPIs.
Identify reliability and performance trends across Salesforce production environments.
Establish effective monitoring practices to improve platform visibility and operational health.
2.Alert & Incident Management
Create, configure, and optimize alerts, thresholds, and notifications.
Analyze alerts, identify false positives, and reduce alert noise.
Perform initial troubleshooting and determine appropriate escalation paths.
Coordinate with Salesforce development, integration, infrastructure, and third-party teams during incidents.
Participate in incident, escalation, and problem-management processes.
Support major incident resolution and stakeholder communication when required.
3.Salesforce Operations
Maintain strong working knowledge of Salesforce Sales Cloud and Service Cloud.
Apply knowledge of Apex, APIs, integrations, Flows, governor limits, and Salesforce platform architecture.
Monitor Salesforce jobs, integrations, API limits, failed transactions, automation failures, and other production issues.
Support release deployments and production validation.
Identify Salesforce platform issues that may impact availability, performance, or reliability.
Collaborate with Salesforce developers and administrators to resolve production issues.
4.Managed Services & SLA Management
Act as the reliability and technical operations layer for Salesforce managed services.
Ensure incidents and service requests meet defined SLA/OLA requirements.
Monitor operational performance against agreed service levels.
Coordinate with support and technical teams to ensure timely resolution of incidents.
Identify recurring operational issues and drive appropriate corrective actions.
5.Reliability & Continuous Improvement
Identify performance, availability, and reliability trends.
Drive improvements in MTTR, incident volume, platform availability, and alert quality.
Automate repetitive monitoring and operational activities wherever possible.
Establish and maintain operational runbooks and knowledge articles.
Perform RCA for recurring or critical issues and implement preventive actions.
Continuously improve monitoring, support, and operational processes.
Required technical skills and competencies
Strong experience in Salesforce production support, managed services, SRE, DevOps, or reliability engineering.
Good understanding of Salesforce Sales Cloud and Service Cloud.
Strong understanding of Salesforce APIs, integrations, Apex, Flows, governor limits, and platform architecture.
Experience with application and infrastructure monitoring/observability tools such as Datadog or similar platforms.
Experience configuring alerts, thresholds, dashboards, and operational KPIs.
Strong incident, escalation, and problem-management experience.
Experience troubleshooting Salesforce production issues and integrations.
Understanding of SLA/OLA management in a managed services environment.
Experience with RCA, preventive actions, and continuous improvement.
Strong analytical and problem-solving capabilities.
Must have skills
Salesforce.
Salesforce Sales Cloud.
Salesforce Service Cloud.
Salesforce Production Support.
Managed Services.
Monitoring & Observability.
Datadog or similar monitoring tools.
Alert & Incident Management.
Salesforce APIs & Integrations.
Apex.
Salesforce Flows.
Governor Limits.
SLA/OLA Management.
Root Cause Analysis.
Problem Management.
Reliability Engineering.
Good to have skills
SRE/DevOps experience.
Experience with Datadog dashboards and advanced monitoring.
Experience with middleware and enterprise integrations.
Automation of monitoring and operational activities.
CI/CD and release management experience.
Experience with ITSM tools.
Knowledge of Salesforce deployment and release processes.
Experience with production performance optimization.
Knowledge of additional Salesforce Clouds and enterprise platforms.
Desired attributes
Strong reliability and operational ownership mindset.
Excellent troubleshooting and analytical skills.
Ability to remain calm and structured during production incidents.
Strong communication and cross-functional collaboration skills.
Proactive approach to identifying reliability and performance risks.
Strong focus on SLA adherence and service quality.
Ability to work effectively with Salesforce developers, administrators, infrastructure, integration, and third-party teams.
Strong documentation and knowledge-sharing discipline.
Continuous improvement mindset with a focus on automation and operational efficiency.
Interview Process
2-3 rounds of discussion.
