Critical Incident Leader — Cloud & Customer Ops

Own Company; Dublin; On-site; EUR 90,000 - 130,000; Full time

Job summary

Own Company is seeking an Escalation Manager to act as incident commander for critical customer issues, coordinating required resources and guiding teams across cloud products.

The role builds relationships with customers and internal teams including Support, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management, delivering incident responses and relentless service excellence.

Qualifications

• 7+ years of proven experience in a technical support environment.
• 5+ years of proven experience in support management, critical issue management, and incident response.

Responsibilities

• Be responsible for the leadership in owning the critical issues and taking them to resolution.
• Hands-on critical issue manager for all clouds for all Sev 1s; ensure they are being worked on by the appropriate teams.
• Own and engage in the Critical Incidents.
• Represent Salesforce on customer bridges.
• Responsible for incident management to achieve business objectives, including customer satisfaction, employee satisfaction, service levels, resolution time, and deadlines.
• Engage with customers to drive operational excellence.
• Drive consistently high levels of internal/external customer satisfaction.
• Continuously improve on customer service delivery excellence.
• Own the retrospective meetings to identify process improvement opportunities.

Skills

Technical support

Incident management

Executive communication

Cloud infrastructure

Cross-functional collaboration

Customer focus

Leadership

Education

Degree or equivalent experience

Job description

Own Company is seeking an Escalation Manager to act as incident commander for critical customer issues, coordinating required resources and guiding teams across cloud products.

The role builds relationships with customers and internal teams including Support, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management, delivering incident responses and relentless service excellence.