Senior Systems Analyst, Data Foundations

Salesforce · Hyderabad, India About the Role As a Senior Systems Analyst, Data Foundations, you'll independently own production support and administration for Salesforce's enterprise data and analytics platforms. You'll help the team respond faster and resolve issues sooner, and you'll keep an eye on how satisfied our customers and partners are. Responsibilities Escalation Management & Incident Response Own escalations on cases, intake, and investigations across teams and time zones Run follow-the-sun handoffs so escalations keep moving between locations without losing context Track escalation trends and bring them to leads and platform engineering to drive fixes Be the escalation point for Tier-2 analysts on complex cases and investigations Be a frontline responder in incidents and manage the case, intake, and stakeholder communication workstream Problem Management & RCA Ownership Own root-cause analysis and resolution for application bugs and recurring failures Troubleshoot complex declarative and low-code issues and recommend code-level fixes to engineering partners Prioritize technical debt against the backlog to improve stability and recommend fixes Reliability & Observability Design and implement proactive monitors, alerts, and automations for platform health Contribute to design reviews and operating-model improvements Use automation and AI to reduce manual work and move the team toward self-healing operations Platform Administration & Enhancement Deliver complex declarative solutions and manage enhancement projects from inception through support transition Own complex access and role-hierarchy design, bulk data loads and migrations, and sandbox management Reliably handle standard administration so the team can focus on higher-value work Process Engineering, SOPs & Support Reference Manuals Own process engineering for your platform area Request SRM inputs from Platform Engineering and create or manage them as needed Keep SOPs and SRMs current and findable, and use them to reduce repeat escalations Security, SOX & Compliance Maintain compliance with security policies and change controls Support technology compliance activities, audit reporting, and SOX controls Collaboration & Growth Partner effectively with vendors, engineers, and business teams across time zones Mentor Systems Analysts and new joiners, and share knowledge through documentation and team forums Minimum Qualifications Bachelor's degree in computer science, business, or equivalent experience 0-3 years of hands-on platform or systems support, administration, or implementation experience in an enterprise IT environment Strong knowledge of Salesforce native functionality and best practices Demonstrated ability to manage escalations across teams and time zones Preferred Qualifications Certifications: Data 360, Tableau, or other specialist or consultant certifications Hands-on experience with Data 360, Agentforce, CRM Analytics, or Tableau Experience building monitors, alerts, or automation Benefits Salesforce offers various benefits and resources to support employees in finding balance and being their best.