Senior Incident Commander - Cloud Escalations

Salesforce, Inc.; Dublin; Hybrid; EUR 90,000 - 130,000; Full time

Job summary

Salesforce in Dublin, Ireland is seeking an Escalations Manager to act as incident commander for critical customer issues, engaging rapid resources across Support, Engineering, CSIRT, Sales, and Product teams. You will own incidents, drive swift resolution, and partner with leadership to improve processes and customer outcomes.

The role emphasizes hands-on management, executive communications, and weekly coverage planning, with a flexible Ireland-Dublin office setup and a strong focus on service

Qualifications

• 7+ years in a technical support environment handling highly sophisticated issues.
• 5+ years in support management, incident response and critical incidents in a high-growth tech organisation.
• Exceptional C-Level written and verbal communication skills.
• Deep experience leading and responding to sophisticated critical incidents.
• Strong cross-functional collaboration and customer-facing focus.
• Proactive problem-solver with strategic and tactical capabilities.

Responsibilities

• Own and lead critical issues from escalation to resolution.
• Hands-on critical incident management for all clouds and Sev 1s.
• Represent Salesforce on customer bridges and incident communications.
• Drive customer satisfaction, service levels, and project deadlines.
• Engage with customers to drive operational excellence and continuous improvement.
• Coordinate with GEO and weekend escalation managers for warm handoffs.
• Deliver operational reports with qualitative and quantitative analysis.

Skills

Technical support experience

Incident management

Executive communication

Cloud infrastructure knowledge

Customer-facing

Project management

Self-motivation

Education

Degree or equivalent

Tools

ITIL

Job description

Salesforce in Dublin, Ireland is seeking an Escalations Manager to act as incident commander for critical customer issues, engaging rapid resources across Support, Engineering, CSIRT, Sales, and Product teams. You will own incidents, drive swift resolution, and partner with leadership to improve processes and customer outcomes.

The role emphasizes hands-on management, executive communications, and weekly coverage planning, with a flexible Ireland-Dublin office setup and a strong focus on service