Production Support

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I’m (also) driving production Salesforce support now.

Efforts:

  • Leading cross-functional initiatives to prioritize symptom-and-cause tickets.
  • Unblocking development for my Scrum team of 4 engineers.
  • Streamlining Jira workflows, creating and refining dashboards.

Wins:

  • Increasing my Scrum team’s velocity 60% over 9 months.
  • Addressing 50+ escalations and stuck tickets weekly.

Learnings:

  • Cross functional leadership.
  • Jira dashboard design and advanced JQL.
  • There are issues that are not your problem, but are still your responsibility.