Overview
In this role you ensure sustained success for business customers using the Europe Salesforce (SFA) application, driving satisfaction and long-term relationships. You collaborate with cross-functional teams to keep Product stable, resolve incidents, and implement permanent fixes. You will lead incident management, root cause analysis, and continuous improvement initiatives to automate and streamline operations. This position offers impact across onboarding, sustain transitions, and data-driven problem resolution within production environments.
Responsabilidades Serve as the primary business contact for daily sustain operations on the Europe Salesforce (SFA) application
Understand business goals and provide tailored support and recommendations
Plan and socialize transitions from development to sustain post-Hypercare
Guide new clients through Sustain onboarding for a smooth transition
Monitor and respond to customer inquiries through multiple channels
Identify opportunities to improve processes and drive feature utilization




Lead troubleshooting of critical incidents and coordinate permanent fixes
Perform root cause analysis and enhance alerting mechanisms
Analyze market-specific issues and compare against other markets
Communicate incident status and closure with Call Center, Sector reps, and Business Admins
Prepare and present bi-weekly and monthly incident reports to Leadership
Requisitos principales 6+ years of sustain & operations engineering experience
Experience with monitoring/alerting tools (Grafana, Datadog, Splunk, Nagios, AppDynamics, Full Story, Ig)
Familiarity with CI/CD pipelines, deployment automation, and configuration management
Hands-on experience with cloud platforms (AWS, Azure)
Experience with ServiceNow ITSM
Strong knowledge of SFA application and its features
Excellent communication and collaboration abilities
Strong analytical and problem-solving skills
Ability to work under pressure in production environments
SFA application knowledge

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