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CONTEXT
Joining the SmartER Factory, you will play a pivotal role as a Salesforce Ops (SRE and Incidents) Manager within an agile-at-scale digital platform environment. You will be frontline responsible for the operational excellence, availability, and continuous improvement of Salesforce-powered systems supporting our client-facing products.
YOUR ROLE
- Managing a talented and motivated team working on SRE, Incidents and local BUs autonomy
- Feeding the team with vision and direction for continuous improvements
- Following KPIs and efficiency of SRE & Incident management processes
- Ensuring the reliability and performance of Salesforce environments through proactive monitoring, incident detection, and resolution, minimizing downtime and impact on clients.
- Managing the end-to-end incident lifecycle: identifying, coordinating response teams, communicating transparently with stakeholders, and driving root cause analyses and preventive actions.
- Collaborating closely with Product, Tech, and Design teams to drive operational best practices and embed resilience within new developments and releases.
- Implementing and maintaining automation for deployment, monitoring, and operational tasks to scale effectively with our platform growth.
- Maintaining detailed operational documentation and knowledge sharing to support team autonomy and continuous learning.
- Developing training and certification programs for local BUs administrators
- Advocating and embedding the SmartER Factory’s core values — Speak your Mind, Trust, Winning Spirit, and Fun — by encouraging open dialogue, empowering teams, and fostering a positive, collaborative work culture.
- Participating in quarterly PI planning and cross-team synchronization activities aligned with SAFe practices to seamlessly integrate operational goals with business priorities.
YOUR PROFILE
Required Soft Skills
- Strong communication skills in English, enabling clear and transparent incident communications and cross-functional collaboration.
- A proactive mindset with the ability to speak your mind respectfully and constructively challenge processes for continuous improvement.
- Resilience, calmness under pressure, and a systematic approach to managing complex incidents.
- Team spirit combined with autonomy, showing trust in peers while confidently driving operational excellence.
- A passion for innovation balanced with a sense of humor and enjoyment at work.
Required Hard Skills
- Demonstrated expertise with Salesforce platform operations, including administration
- Solid experience in Site Reliability Engineering practices—monitoring, alerting, incident management, capacity planning, and automation.
- Proficiency using tools such as monitoring tools (e.g., New Relic, Datadog), and incident management platforms (e.g., PagerDuty, Jira).
- Familiarity with cloud infrastructure (AWS preferred) and integration technologies supporting Salesforce ecosystems.
- Experience working in agile environments, ideally with SAFe or similar scaling frameworks.
- Strong problem-solving skills and a customer-focused approach to managing operational stability.
Preferred Skills (Nice to Have)
- Knowledge of Zuora (CPQ / Billing)
- Experience with complex integration projects (middleware, third‑party APIs)
- Experience in a multi‑org / multi‑country environment
Apply now and Vibe with Us!
Edenred London, England Office
London, United Kingdom
