Salesforce / Support Product Owner

Responsibilities

Respond promptly to urgent requests and incidents affecting live Salesforce assets, ensuring minimal downtime and disruption.Support the prioritization and manage a backlog of support requests and live issues, balancing short-term fixes with long-term improvements.Communicate effectively with stakeholders about the status and resolution of urgent issues.Ensure that thorough root cause analysis for incidents is conducted and implement preventive measures.Maintain detailed documentation of incidents, resolutions, and processes for future reference.Ability to navigate technical subjects, on an urgent basis, with the support and development teams for resolving live issues.Utilize monitoring tools to proactively identify and address potential issues before they escalate.Ensure that all live assets comply with security standards and best practices; Agile in incident management and rapid response to live issues.Ensure comprehensive documentation of incidents, solutions, and support procedures.Establish a feedback loop with development teams to incorporate lessons learned from live incidents into the product development lifecycle.

Requirements

Degree in Computer Science, Software Engineering, or a related; Product management or ITIL certification is a plus; Salesforce Administrator CertificationMinimum 3 - 5 years of experience in product management or support roles, with a focus on Salesforce products.Experience in product management with a focus on live product operations and support within a large and complex organization.Proven experience on salesforce products : Sales and Service Cloud, Marketing cloud, data cloud.Background in software engineering with hands-on experience in managing and supporting live digital assets.Proficiency in agile methodologies and tools (e.g., Scrum, Kanban, Jira).Experience with incident management and resolution processes.