Escalation Manager

Salesforce; Hyderabad; Hybrid; INR 1,500,000 - 2,100,000; Full time

Job summary

Salesforce seeks a CIC Sev1 Case Commander to lead critical Sev1 incident responses within the IMS framework. You will coordinate across support, engineering, CSMs, and resolver teams, driving swift restoration and regular customer updates during high-severity events.

Your role emphasizes structured communication, adherence to playbooks, and escalation protocols to minimize business impact and restore services efficiently.

Qualifications

• Experience handling Sev1 incidents and critical outages.
• Ability to lead cross-functional teams during incident response.
• Strong communication with customers and internal teams on a defined cadence.

Responsibilities

• Accept Sev1 cases via OmniChannel and clarify reported issues.
• Coordinate across support, engineering, CSMs and resolver teams.
• Lead internal bridge, escalate when needed, engage PagerDuty and other teams.
• Deliver timely updates to customers and teams; document live tracking.
• Drive incident resolution, confirm post-incident status and close case.

Skills

Incident management

Cross-functional coordination

Stakeholder communication

OmniChannel handling

Standards and playbooks

Tools

PagerDuty

Slack

Quip

Job description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Operations

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

CIC Sev1 Case Commander — Job Summary

The CIC Sev1 Case Commander leads Salesforce's Critical Incident Center response to Severity 1 (Sev1) cases — critical events where a customer faces a major service or business disruption. The role sits within the Incident Management System (IMS) framework, which provides structured, efficient service restoration through clear roles, consistent commitment, and regular updates.

Core Responsibilities

• Engagement & Triage: Accept Sev1 cases via OmniChannel, introduce themselves in the case's Slack channel, join the customer bridge (for Signature customers), clarify the reported issue, and validate business impact to determine CIC engagement.
• Coordination: Orchestrate cooperation across support, engineering, CSMs, and other resolver teams. Check for Strategic/GTA150 account status and invoke the Critical Business Impact Alert workflow when warranted. Assess whether a case may be a multi-customer incident (MCI).
• Command & Escalation: Lead the internal bridge to drive the Salesforce response; engage PagerDuty for Engineering/TMP/CCE support as needed; escape to CIR (with EVP-level approval) or hand off to DET/BT incident commanders when appropriate.
• Communication: Deliver clear, timely updates to customers and internal teams on a defined cadence — including SCI postings, Quip docs, and Slack canvases for live tracking and handovers.
• Resolution & Closure: Drive the case to resolution, confirm customer is out of impact (OOI), post the Final SCI update, and disengage in OrgCS with the correct sub-status (e.g., Resolved, Root cause/Workaround provided, MCI, Pending, etc.).
• Bandwidth Management: Maintain active OmniChannel presence; log capacity constraints; decline/delay assignments when needed, flagging "Bandwidth" in case notes.

What Success Looks Like

Earning customer trust through transparent, empathetic communication; rapid, standardized incident resolution; and continuous improvement of the Sev1 response process — per the full CIC Sev1 Case Commander Playbook.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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