Apply for Salesforce KTLO Lead Role at Cognizant | Hybrid Leadership Opportunity
Join Cognizant as a Salesforce KTLO Lead – Ensure Platform Stability and Operational Excellence
Cognizant is seeking an experienced and proactive Salesforce KTLO (Keep the Lights On) Lead to join our leadership team in Hyderabad, India. This full-time hybrid role offers a unique opportunity to lead the mission-critical operations and support processes that keep the Salesforce platform running efficiently across multiple organizational units.
As a Salesforce KTLO Lead, you’ll manage and optimize all enterprise-wide operational support functions across Citizens’ Salesforce ecosystem—including core maintenance, incident resolution, data operations, release impact analysis, and minor enhancements. You’ll lead a centralized support team responsible for maintaining platform stability and scalability while ensuring alignment with security, compliance, and performance standards.
Position Overview
This role is ideal for an experienced Salesforce technical leader who has grown into people management. You’ll play a pivotal part in managing daily platform operations, directing support processes, and ensuring seamless business continuity. Your leadership will directly impact the reliability of Salesforce orgs across the organization.
You will also collaborate with cross-functional teams to drive continuous improvement, oversee production support tasks, manage technical debt, and support minor enhancements. Expertise in Salesforce platform products such as Marketing Cloud, Service Cloud Voice/AWS Connect, Mulesoft, and Financial Services Cloud (FSC) is highly desirable.
Key Responsibilities
Salesforce Platform Operations
- Lead the enterprise-level KTLO functions to ensure Salesforce systems are operating reliably, securely, and without disruption.
- Oversee and coordinate Salesforce tri-annual upgrades (Winter, Spring, Summer), analyzing release impacts and executing remediation.
- Conduct routine platform maintenance, including certificate renewals, IP allow list changes, and log monitoring.
- Handle SailPoint IAM/provisioning requests, NHAs, license management, and data synchronization routines (e.g., OwnBackup).
- Monitor platform health through proactive log and exception monitoring, Splunk alerts, and platform health checks.
Incident Management & Support
- Triage and resolve L1/L2 production defects, conduct root cause analysis (RCA), and escalate complex issues to L3.
- Provide resolution for issues like SSO login failures, stuck records, or failed process automations.
- Respond to end-user reporting inquiries and perform large dataset extracts when needed.
Data Management
- Manage bulk data loads for leads, opportunities, and campaigns related to marketing or business development.
- Perform bulk modifications and merges of accounts, leads, and opportunities.
- Maintain monthly data backups and run scheduled reports (e.g., CPR loads, mobile usage, historical pipeline reports).
Minor Enhancements & Technical Debt Management
- Execute minor enhancements including:
- Creating/modifying fields and page layouts
- Implementing validation rules, approval process logic, and automation flows
- Updating permission sets, roles, and user groups
- Refactoring logic and modifying field-level security or sharing rules
- Drive technical debt cleanup across the Salesforce landscape—removing unused objects, profiles, templates, flows, etc.
Knowledge Management & Process Transition
- Develop and maintain a centralized knowledge base documenting all key processes.
- Oversee hypercare handoffs from feature teams, including assigning leads and backups, conducting knowledge transfer (KT), and writing support documentation.
Team & Stakeholder Collaboration
- Build and lead a high-performing KTLO support team with flexibility to scale across Salesforce orgs based on need.
- Collaborate with product owners, feature teams, and stakeholders to support business continuity and drive continuous service improvement.
- Work closely with platform architects and engineers to ensure compatibility with long-term development roadmaps.
Required Qualifications
- Proven background as a Salesforce developer or architect who transitioned into a leadership role.
- Experience managing or leading operational support for Salesforce platforms at an enterprise scale.
- Deep understanding of Salesforce platform architecture and features, including:
- Marketing Cloud
- Service Cloud Voice / AWS Connect
- Mulesoft
- Financial Services Cloud (FSC)
- Strong knowledge of Salesforce release cycles, API integration, data models, permission sets, and security.
- Familiarity with Identity & Access Management (IAM), especially SailPoint provisioning.
- Demonstrated ability to manage production support, release management, RCA, and impact analysis.
- Strong written and verbal communication skills.
- Proactive mindset with curiosity to learn and adapt quickly to platform and business changes.
- Bachelor’s degree in Computer Science, Information Systems, or a related field.
Preferred Attributes
- Certifications in Salesforce Administration, Advanced Admin, Platform Developer I/II, or Architect Tracks
- Experience with tools like Splunk, OwnBackup, Jira, and Confluence
- Proven ability to lead distributed or hybrid teams with multiple stakeholders
- Exposure to Agile/Scrum environments and DevOps best practices
Why Join Cognizant?
At Cognizant, we empower our employees to thrive in an innovative and inclusive environment. Join a community of over 300,000 professionals committed to technology-driven transformation across industries.
- Purpose-driven culture: We believe in doing the right thing for our clients, employees, and communities.
- Learning & Development: Access continuous training, certification programs, and career growth paths.
- Diversity & Inclusion: Work in a culture that values different perspectives and ideas.
- Impactful Work: Contribute to solutions that power digital transformation at scale.
About Cognizant
Cognizant is one of the world’s foremost professional services companies, helping clients modernize their businesses through digital innovation. Headquartered in the U.S. and listed on the NASDAQ-100, we serve clients globally in sectors such as banking, healthcare, manufacturing, and technology.
Recognized as one of Forbes’ World’s Best Employers 2024, we’re driven by innovation, commitment to clients, and integrity.
Learn more at www.cognizant.com.
Job Snapshot
- Job Title: Salesforce KTLO Lead
- Location: Hyderabad, India
- Employment Type: Full-time
- Work Model: Hybrid
- Job Category: Technology & Engineering
- Date Posted: May 13, 2025
Equal Opportunity Employer
Cognizant is committed to equal opportunity employment and embraces diversity across all levels. Employment decisions are made without regard to race, religion, gender identity, age, disability, or any protected category.