We are looking for a seasoned Technical Manager to lead the Salesforce and MuleSoft managed services team. This role requires strong technical expertise in Salesforce (Sales Cloud, Service Cloud, Pardot, Vlocity) and MuleSoft integration platforms, combined with leadership skills to manage support operations, ensure SLA compliance, and drive continuous improvement. The ideal candidate will provide architectural guidance, manage escalations, and collaborate with client stakeholders to deliver high-quality solutions and governance.
Key Responsibilities
- Lead and manage the Salesforce and Mulesoft support team for enterprise applications.
- Provide architectural guidance and best practices for Salesforce modules:
- Sales Cloud, Service Cloud, Pardot, and Vlocity (EPC, CLM, CPQ, OM).
- Ensure SLA/KPI compliance and implement continuous improvement initiatives.
- Manage major incidents, escalations, and problem management processes.
- Coordinate with client stakeholders and delivery teams for seamless operations.
- Oversee documentation, reporting, and governance activities for managed services.
- Mentor and manage a team of developers, architects, and integration specialists.
- Conduct code reviews, enforce quality standards, and ensure adherence to best practices.
Required Technical Expertise
- Salesforce Expertise:
- Hands-on experience with Sales Cloud, Service Cloud, Pardot, and Vlocity modules (EPC, CLM, CPQ, OM).
- Strong understanding of Salesforce architecture, declarative and programmatic solutions.
- Key Salesforce certification.
- Mulesoft Expertise:
- Proven experience with Anypoint Platform, API-led connectivity, and enterprise integration patterns.
- Knowledge of CloudHub deployments, API versioning, and performance optimization.
- Leadership & Governance:
- Ability to manage large teams, mentor resources, and drive operational excellence.
- Strong stakeholder management and communication skills for executive-level reporting.
- Quality & Compliance:
- Familiarity with ITIL processes (Incident, Problem, Change Management).
- Enforce coding standards, security best practices, and compliance requirements.
Qualifications & Certifications
- Education: Bachelor's or Master's degree in Computer Science, IT, or related field.
- Experience: 10+ years in enterprise application support/management with leadership responsibilities.
- Certifications:
- Preferred: MuleSoft Certified Integration Architect, Salesforce Architect certifications, ITIL Foundation
Soft Skills
- Strong leadership and team management capabilities.
- Excellent communication and stakeholder engagement skills.
- Analytical mindset with problem-solving and decision-making abilities
Nice-to-Have
- Experience in telecom domain or large-scale enterprise environments.
- Exposure to CI/CD pipelines, DevOps practices, and cloud platforms (AWS/Azure).
