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Job Description & How to Apply Below
Location
- Any where in South (Preference Chennai)
We are seeking a proactive and technically minded Salesforce Loyalty Application Operations Engineer to support and optimise our Salesforce Loyalty Management (SFLM) platform and wider loyalty ecosystem.
This role is responsible for ensuring the stability, performance, availability, and continuous improvement of the Salesforce Loyalty platform supporting millions of customer loyalty transactions across digital and retail channels. The successful candidate will work closely with Product, Engineering, CRM, Marketing, Data, and Support teams to maintain reliable loyalty operations, resolve production issues, manage releases, and improve customer experience.
This is an operational engineering role requiring a blend of Salesforce Loyalty platform knowledge, application support expertise, incident management, monitoring, data analysis, and continuous improvement skills.
Key Responsibilities
Platform Operations & Support
Provide Level 2/Level 3 operational support for Salesforce Loyalty Management applications and services
Monitor platform availability, performance, and transaction processing across loyalty journeys
Support end-to-end loyalty operations including member enrolment, points accrual, redemption, vouchers, rewards, campaigns, and tier management
Perform daily operational health checks and ensure platform stability
Manage operational incidents, service requests, and problem investigations in accordance with agreed SLAs
Perform root cause analysis and drive permanent resolution of recurring issues
Participate in on-call support and major incident management processes where required
Monitoring & Observability
Monitor critical loyalty business flows and integrations using monitoring and observability tools
Investigate alerts, anomalies, and performance degradation before customer impact occurs
Build and maintain operational dashboards, reports, and alerting mechanisms
Support implementation of proactive monitoring and automated recovery processes
Release & Change Management
Support Salesforce seasonal releases, platform upgrades, and application deployments
Execute release validation, smoke testing, and post-deployment verification activities
Coordinate production changes and ensure appropriate governance processes are followed
Conduct impact assessments for platform and integration changes
Loyalty Operations Administration
Configure and maintain loyalty programmes, promotions, rewards, campaigns, and member journeys
Ensure accuracy of loyalty rules, transaction processing logic, and member entitlements
Manage batch jobs, scheduled processes, and data synchronisation activities
Support loyalty campaign launches and operational readiness activities
Data & Reconciliation
Monitor loyalty transaction integrity across Salesforce and connected systems
Perform data reconciliation between Salesforce, ecommerce, POS, payment, and other downstream systems
Investigate points discrepancies, missing transactions, and reward fulfilment issues.
Support data loads, bulk processing, and data quality improvements
Integration & Technical Support
Support integrations with ecommerce, POS, CRM, marketing, middleware, and external loyalty services
Analyse API failures, integration issues, and transaction processing exceptions.
Work with development teams to diagnose and resolve defects
Support validation of inbound and outbound interfaces and event-driven processes
Continuous Improvement
Identify opportunities to automate operational activities and reduce manual effort
Contribute to service improvement initiatives that improve reliability, scalability, and customer experience
Maintain operational documentation, runbooks, support procedures, and knowledge articles
Drive improvements in monitoring, alerting, release readiness, and incident prevention
Compliance & Governance
Ensure compliance with GDPR, security policies, audit requirements, and operational standards
Maintain appropriate records for incidents, changes, releases, and risk mitigation activities
Support internal and external audit activities when required
Required Skills
3+ years' experience in Application Support, Production Support, CRM Operations, or Salesforce Operations
Position Requirements
10+ Years
work experience
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