1+ months

Salesforce Production Support Director

Dallas, TX 75219
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**About the Company**

At AT&T, were connecting the world through the latest tech, top-of-the-line communications and the best in entertainment. Our groundbreaking digital solutions provide intuitive and integrated experiences for millions of customers across online, retail and care channels. Join our mission to deliver compelling communication and entertainment experiences to customers around the world as we continue to evolve as a technology-powered, human-centered organization. As part of our team, youll transform the way we deliver a seamless customer experience with digital at the center of all you do. In our world, digital is much larger than just an eCommerce channel, we are transforming all channels to digitally perform as one team to create a better customer experience. As we move through 2021, the digital transformation will revolutionize the digital space and you can build a career that will propel your future.

**About the Team**

Our Digital Engineering team is implementing Salesforce for Sales, Service and Marketing functions. We are looking for a seasoned leader who is passionate about customer service, can build a motivated team of talented individuals, lead and guide the production support teams in ensuring a smooth-running Salesforce production ecosystem.

**About the Job**

As a Salesforce Production Support Director with the Digital Engineering team, you will have the opportunity to join a fast-growing team that is embarking on a multi-year implementation as part of an on-going digital modernization effort. As functionality gets operationalized and adopted across the enterprise, you will be entrusted to help maintain a healthy production ecosystem that is responsive, user friendly and reliable to our user community. You will be responsible for the vision, strategy and execution aspects of production support, and create an ecosystem of tools and processes that provides visibility to the health of the Salesforce production ecosystem connecting to other ATT applications. You will partner with various stakeholders including product development teams, business leaders, end-user communities to define the production support process that is driven by SLAs. Seeking a candidate with 12+ Years of supporting large scale applications in production; such as ERP, CRM in a leadership capacity.

**Responsibilities and Day-to-Day View**

Create, own and implement the vision, strategy and execution plan for providing effective support of Salesforce Production systems, an ecosystem that its customers can rely on.

Responsible for creating an ecosystem of monitoring, alerting and observability tools and processes and implement them to provide visibility to business, operational and system level health metrics, proactive identification of problem areas for quick remediation

Manages Salesforce / MuleSoft eco system support, monitoring and maintaining application landscape (includes Salesforce Sales & Service, Marketing Cloud, and MuleSoft)

Proactive monitoring of Salesforce Production Applications to ensure they are functional without disruptions

Establish well-defined production support processes, SLAs, identify stakeholders, define communication approach and look for continuous improvements and maturity.

Introduction of Production Intake; Enable production support teams to ensure technical/functional Knowledge Transfer, Use Case understanding, documentation and establish quality of code

Introduction of Hypercare processes with clear responsibilities for resolution and SLAs.

Management of outsourced functions/partners with clearly defined structure, process and SLAs

Management of Production Support tickets; from intake to resolution

Categorization of tickets for severity, priority

Coordination of reaching out to customers to obtain clarity on problems.

Work with Release Management related to upcoming changes to production to identify risks and mitigate them

Work closely with Product Development and Business community stakeholders for timely resolution of production issues

Establish metrics that provide visibility to the overall health of production applications from various perspectives

Provide product health metrics and status reports and review with leadership and stakeholder communities; establish processes surrounding metrics gathering, reporting and communication

Work closely with Product Development teams to ensure Knowledge Transfer related to changes to the system well in advance of change getting operationalized

Management of Escalated issues, incidents and outages, triage and driving prompt resolution

Provide prompt visibility and status of escalated issues, incidents and outages to leadership, business partners and other key stakeholders

Provide technical leadership with great communication skills, with an ability to create and organize self-motivated teams

Create presentations for C-level leadership consumption and communication

Proven leader to gauge, react and pivot team structure, processes and resource skill sets to meet SLAs


Bachelors degree in Computer Science, Information Systems or related field

12+ Years of supporting large scale applications in production; such as ERP, CRM in a leadership capacity

8+ Years of experience in a supervisory / management role leading large teams; 50+.

Background in supporting large scale Salesforce applications,

o Experience with Sales & Service Cloud, and Mulesoft a must

o Experience with large-scale Call Center functions combined with IVR/CTI

o Experience with Marketing Cloud

o Experience within high tech, software and/or wireless/telecom industry

Understanding of integration technologies and API Gateway, Mobile and ios technology stack

o Experience with MuleSoft

Solid technical background with understanding and/or experience in software development, web technologies and customer communications such as email, SMS and push notification

Experience working within scaled agile development team

Excellent written and verbal communication skills with demonstrated ability to present complex technical information in a clear manner to peers, developers, and senior leaders

Technical skills should include: Salesforce Development (Apex, Lightning), Salesforce Sales Cloud & Service Cloud, Mulesoft, Splunk or ELK / EFK (Elastic, Logstash/FluentD, Kibana) for monitoring and logging, SonarQube

Experience in Agile - Sprint level product capabilities rollout into production and support

Experience in a 24x7 environment

AT&T is leading the way to the future for customers, businesses and the industry. We're developing new technologies to make it easier for our customers to stay connected to their world. Together, weve built a premier integrated communications and entertainment company and an amazing place to work and grow. Team up with industry innovators every time you walk into work, creating the world you always imagined. Ready to #transformdigital with us? Apply now!
We expect employees to be honest, trustworthy, and operate with integrity. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status.
Posted: 2021-12-25 Expires: 2022-06-19
Sponsored by:
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Salesforce Production Support Director

Dallas, TX 75219

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