About Kaseya
Kaseya is the leading provider of AI-powered IT management and cybersecurity software, serving Managed Service Providers (MSPs) and internal IT organizations worldwide. Our comprehensive platform helps organizations efficiently manage, secure, and automate their IT environments, driving operational efficiency and long-term business success.
Backed by Insight Partners, a leading global software investor, Kaseya has experienced sustained double-digit growth and continues to expand its global footprint. Today, Kaseya supports customers in more than 20 countries and manages over 15 million endpoints worldwide.
Founded in 2000, Kaseya has built a culture centered around innovation, accountability, and results. We are a high-growth, high-performance organization that values individuals who are driven, adaptable, and committed to delivering exceptional outcomes for our customers and teammates alike.
At Kaseya, success comes from embracing challenges, moving with urgency, and continuously raising the bar.
Manager, Salesforce Operations (L2/L3) – BIS
The Manager, Salesforce Operations is responsible for global run operations, production stability, and service delivery for the Salesforce platform across Sales Cloud, Service Cloud, CPQ, and related integrations and services. This role owns L2/L3 operational support, incident and problem management, change governance, and continuous improvement of the Salesforce ecosystem in a 24x7 global delivery model.
You will lead regional support teams, partner closely with business and technology stakeholders, and ensure Salesforce environments are secure, stable, compliant, and scalable to support Kaseya’s growth.
Key Responsibilities
Global Service Delivery & Operations
- Own end‑to‑end Salesforce production operations across global regions.
- Lead L2/L3 support for Salesforce Sales Cloud, Service Cloud and CPQ
- Ensure adherence to SLAs, incident response, and escalation protocols.
- Act as the primary point of accountability for Salesforce availability, stability, performance, and operational health.
Incident & Problem
- Lead major incident management, including war‑room coordination and executive‑level communication.
- Drive RCA and preventative actions to reduce recurring production issues.
- Partner with Salesforce Support and third‑party vendors to resolve critical production issues efficiently.
Operational Excellence & Governance
- Standardize operational processes aligned to ITIL best practices.
- Define and manage runbooks, SOPs, monitoring, alerting, and on‑call models.
- Drive continuous improvement in MTTR, incident volume reduction, backlog aging, and operational efficiency.
- Ensure compliance with security, SOX, audit, and regulatory requirements.
- Embed security‑by‑design and least‑privilege principles across Salesforce operations.
Platform & Integration Oversight
- Oversee operational stability for:
- Salesforce core clouds (Sales, Service,CPQ)
- Custom Apex, Flows, and automations
- Ensure stable integrations between Salesforce and enterprise systems (e.g., NetSuite, MuleSoft, Snowflake, Data Cloud, marketing and billing platforms).
- Monitor and manage scheduled jobs, integrations, platform events, batch processes, and data synchronization pipelines.
Team Leadership & Vendor Management
- Lead, mentor, and develop a high‑performing Salesforce L2/L3 operations team.
- Manage vendor partners and managed service providers, including performance, quality, and cost accountability.
- Support workforce planning, skill development, and shift coverage strategies across global regions.
- Promote a culture of operational ownership, accountability, and continuous improvement.
Required Skills & Expertise
Salesforce Platform Expertise
- Strong expertise in enterprise‑scale Salesforce operations and support.
- Deep understanding of:
- Salesforce security model, profiles, permission sets, and sharing
- Production support, troubleshooting, and RCA
- Change & release governance in regulated environments
- Experience with Apex, Flows, integrations (REST/SOAP), and middleware platforms.
Experience
- 7+ years of Salesforce platform experience in enterprise environments.
- 3+ years in a people or operations management role (L2/L3 support, engineering, or platform operations).
- 5+ years supporting Salesforce production environments.
- Proven experience working with Salesforce Support and third‑party vendors to resolve production issues.
- Experience producing operational metrics, executive dashboards, and incident reports.
Communications & Leadership
- Excellent written and verbal communication skills.
- Strong stakeholder management and executive presence.
- Ability to lead teams through high‑pressure production incidents.
- Proven mentoring and people‑development capabilities.
Education
- Bachelor’s degree or equivalent in Computer Science, Information Technology, Engineering, or a related field.
Preferred Certifications
- Salesforce Administrator, Advanced Administrator, Platform App Builder, or Architect certifications (preferred, not required).
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.