Job Description

Purpose:

Lead the Salesforce Level 2 Support function, ensuring the stability, availability, performance, and continuous improvement of the Salesforce platform and its integrated ecosystem. Accountable for incident management, service operations, platform support strategy, vendor management, regulatory compliance, and the delivery of high-quality support services that enable business operations and customer outcomes.

Key Responsibilities:

Service Operations & Support Leadership

• Own the end-to-end Level 2 support strategy for the Salesforce platform, including Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, and associated integrations.
• Ensure platform availability, service reliability, and operational excellence through proactive monitoring and support processes.
• Lead major incident management activities, ensuring rapid restoration of service and effective stakeholder communication.
• Establish and govern support SLAs, OLAs, KPIs, and customer satisfaction measures.
• Drive root cause analysis and problem management practices to reduce recurring incidents.

Platform Governance & Risk Management

• Ensure compliance with enterprise technology standards, security policies, regulatory obligations, and audit requirements.
• Oversee platform release readiness, change management, and production deployment governance.
• Manage operational risks and ensure appropriate controls are embedded across support processes.
• Maintain disaster recovery and business continuity capabilities for Salesforce services.

Stakeholder & Business Engagement

• Act as the senior escalation point for business stakeholders, technology teams, and executive leadership.
• Develop strong partnerships with Product Owners, Engineering Leads, Architecture, Security, Infrastructure, and Vendors.
• Translate business priorities into support and operational plans.
• Provide regular service performance reporting to senior leadership and governance forums.

Continuous Improvement & Automation

• Lead initiatives to improve support efficiency through automation, AI-driven monitoring, self-service capabilities, and process optimisation.
• Drive reduction in incident volumes and mean time to resolution (MTTR).
• Sponsor platform reliability, observability, and operational excellence programmes.
• Promote adoption of DevOps, SRE, and Agile operational practices.

People Leadership

• Lead and develop a globally distributed team of Salesforce support managers, analysts, and specialists.
• Establish clear objectives, performance expectations, and development plans.
• Build platform expertise and succession capability across the support organisation.
• Foster a culture of accountability, collaboration, continuous learning, and customer focus.

Vendor & Financial Management

• Manage relationships with Salesforce and other strategic technology partners.
• Oversee support budgets, contracts, and resource planning.
• Ensure optimal utilisation of internal and external resources while maintaining service quality.

Key Accountabilities:

• Salesforce platform availability and service health.
• Incident, problem, and change management effectiveness.
• Support SLA achievement and customer satisfaction.
• Operational risk and audit compliance.
• Platform support cost management.
• Team capability and performance.
• Continuous service improvement delivery.

Required Experience:

• Extensive experience leading enterprise application support organisations.
• Proven leadership of Level 2/Level 3 support teams within a large-scale Salesforce environment.
• Strong understanding of ITIL Service Management practices.
• Experience managing critical business applications in highly regulated environments.
• Demonstrated success leading global teams and third-party suppliers.
• Experience driving operational transformation, automation, and AI-enabled service improvements.
• Strong stakeholder management experience at senior and executive levels.

Skills Required:

• Salesforce Administration and Platform Architecture
• Service Cloud, Sales Cloud, Experience Cloud
• Salesforce Integrations (APIs, Middleware, Event-driven Architecture)
• Release and Environment Management
• ITSM Platforms (ServiceNow preferred)
• Monitoring and Observability Tools
• Agile and DevOps Practices
• Data Security and Compliance
• Incident, Problem and Change Management
• Cloud Operations and Platform Reliability

The Level 2 Support Lead at Director level is a strategic enabler for CLE’s product-led transformation, ensuring that Customer Support in India is effectively led, optimised, and aligned to global priorities. This role is critical to reducing incident ratios, improving platform stability, and delivering a scalable, efficient support model across Hyderabad and Bangalore, aligned to an appropriate Workforce Strategy, while strengthening local leadership presence for the broader CLE organisation.

Expected Outcomes and Value Realisation
The introduction of a Level 2 Support Lead (Director) is expected to deliver:

Sustained reduction in supported application incident ratios through proactive problem management and RCA integration.
Improved service stability and customer experience across Salesforce CPQ and connected applications.
Increased operational efficiency via right-sized teams and improved governance.
Enhanced delivery velocity through tighter integration between L2 support and agile engineering squads.
Stronger India delivery capability, with clear leadership accountability and improved team performance.

Benefits

We are looking for intellectually curious people, passionate about the bigger picture of how technology industry is evolving, ready to ask difficult questions and deal with complicated scenarios! If you are creative and a problem solver, this is the place to be as will be supporting you to fast-forward your career!

We enhance each employee’s potential through personal development through a wide range of learning tools both formal and informal.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

We're proud to have been recognised as a Great Place to Work® in India ‘25

Career Stage:

London Stock Exchange Group (LSEG) Information:

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.