Salesforce Site Reliability Engineer (SRE) / Managed Services Reliability Engineer

Role:

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.

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 Service Cloud.
• Salesforce Sales 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.