Technical Lead - Support Delivery Lead

Role: Technical Lead - Support Delivery Lead
Location: Toronto Ontario - Hybrid
Salary: CAD 115,000 per annum + Standard Benefits
Openings: 5
Employment Type: Full-time / Contract
Experience Level: Mid-Level / Senior
Industry: Banking

Total Experience: 8-10 years Required

Skill Sets:
• 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
• Root Cause Analysis  Problem Management 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

Release  Change Management 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 Salesforce Platform Management
• Monitor platform health, integrations, and data integrity Troubleshoot issues related too Apex, Flows, Validation Rules
• Integrations (RESTSOAP APIs, middleware) Security, profiles, permission sets
• Ensure compliance with Salesforce best practices Stakeholder 

Team Leadership
• 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 Documentation Governance Maintain runbooks, SOPs, and knowledge articles
• Improve monitoring, alerting, and automation Support audits, compliance, and governance standard Copado Experience is Mandatory