Salesforce Production Support and Release Lead – Copado
Astra North Infoteck Inc.
- Toronto, ON
- Permanent
- Full-time
- Copado is Mandatory
- Experience in Salesforce support
- Strong understanding of Salesforce architecture and data model, Copado for CI/CD usage, Apex, SOQL, Flows, Process Automation, Security model (roles, profiles, permission sets), nCino and Copado experience
Production Support & Incident Management
- Own L2/L3 production support for Salesforce (Sales Cloud | Service Cloud | Experience Cloud | etc.)
- Act as primary escalation point for critical production incidents (P1/P2)
- Lead incident triage, resolution, and communication with stakeholders
- Ensure SLA adherence and timely issue resolution
- Coordinate on-call support and support rotations
- Perform root cause analysis (RCA) for recurring or major incidents
- Drive permanent fixes and preventive actions
- Maintain problem records and track remediation progress
- Identify systemic issues and recommend platform improvements
- Support production deployments and release validation
- Review change requests for production readiness
- Coordinate with Dev, QA, and DevOps teams during releases
- Ensure rollback plans and post-deployment verification
- Monitor platform health, integrations, and data integrity
- Troubleshoot issues related to:
o Integrations (REST/SOAP APIs, middleware)
o Security, profiles, permission sets
- Ensure compliance with Salesforce best practices
- Act as bridge between business, IT, and Salesforce teams
- Provide clear status updates during incidents and outages
- Mentor and guide support analysts and junior admins
- Drive continuous improvement in support processes
- Maintain runbooks, SOPs, and knowledge articles
- Improve monitoring, alerting, and automation
- Support audits, compliance, and governance standards
- Digital: Salesforce Administration and Functional Design