Senior Critical Incident & Escalations Lead

Leadout Capital; Dublin; On-site; EUR 110,000 - 140,000; Full time

Job summary

Salesforce Dublin is seeking an Escalation Manager to serve as the incident commander for critical customer issues, coordinating resources across Support, Engineering, CSIRT, Sales, Consulting, QA, and Product teams.

The role requires a validated track record in interacting with customers at executive levels, handling high-pressure incidents, and driving continuous improvement to reduce impact on customers.

Qualifications

• 7+ years in a technical support environment handling sophisticated issues
• 5+ years in support management, incident response, in a high-growth tech organization
• Strong collaboration across matrixed teams and executive communications

Responsibilities

• Own and lead critical issues and drive them to resolution
• Hands-on incident management for Sev 1s across clouds, coordinating teams
• Represent Salesforce on customer bridges and ensure process adherence
• Achieve customer satisfaction targets, service levels, and timelines
• Drive operational excellence and post-incident retrospectives for continuous improvement

Skills

Executive communication

Incident management

Leadership

Cross-functional collaboration

Stress management

Education

Bachelor's degree or equivalent

Tools

ITIL/NIMS/NIST/SANS frameworks

Cloud infrastructure

Job description

Salesforce Dublin is seeking an Escalation Manager to serve as the incident commander for critical customer issues, coordinating resources across Support, Engineering, CSIRT, Sales, Consulting, QA, and Product teams.

The role requires a validated track record in interacting with customers at executive levels, handling high-pressure incidents, and driving continuous improvement to reduce impact on customers.