Key Responsibilities:

• Lead and mentor a team of Senior Platform Engineers responsible for critical platform operations and support activities.
• Manage work allocation, performance, capability development, training, and succession planning.
• Ensure the ongoing stability, availability, and performance of a complex enterprise CRM platform.
• Lead major incident management activities and coordinate resolution efforts with internal teams and external vendors.
• Monitor platform risks, dependencies, operational issues, and support service performance.
• Improve release governance, change management practices, and platform enablement processes.

 To succeed in this role, you will bring:

• More than 5 years' experience leading and managing ICT support or platform operations teams.
• Experience supporting or managing complex CRM and enterprise business systems.
• Proven leadership experience managing senior technical resources and operational support functions.
• Demonstrated capability in process development, documentation, implementation, and operational improvement.
• Salesforce certifications and experience across Service Cloud, Experience Cloud, and integrations.
• Strong understanding of Salesforce platform operations and support models.
• Knowledge of Salesforce SDLC, DevOps, CI/CD, release management, and platform enablement practices.
• Experience leading larger technical teams of 10+ people.
• Experience with tools such as GitLab, Splunk, Jira, Confluence, and SAP.
• Exposure to highly regulated enterprise environments.