Critical Incident Center Lead

salesforce.com, inc.; Indianapolis (IN); On-site; USD 150,000 - 210,000; Full time

Job summary

Salesforce is seeking an experienced Critical Incident Center, Manager to lead the response to our most critical incidents. You will command incident bridges, coordinate security, engineering, and communications teams, and liaise with C-level executives to drive rapid resolution and clear customer communications.

The role requires strong leadership, strategic thinking, and the ability to operate in ambiguity while guiding cross-functional teams through high-stakes events, maintaining customer

Qualifications

• Bachelor's degree in a relevant field or equivalent practical experience.
• Strong ability to coordinate multiple teams and workstreams in high-pressure environments.
• Excellent written and verbal communication, including executive-level interactions.
• Ability to influence and lead without direct authority across diverse technical and business organizations.

Responsibilities

• Lead critical incident response: Command incident bridges and coordinate multiple teams toward rapid resolution of high-impact incidents.
• Drive customer focus: Keep customer impact at the center of decision-making and ensure customers receive timely, meaningful updates.
• Coordinate communications: Partner with leadership and Communications teams to align executive, internal, and customer-facing communications.
• Partner with Security: Work closely with Security teams during security incidents to coordinate response efforts and communications.
• Drive cross-functional execution: Identify priorities, remove roadblocks, and facilitate multiple response efforts to keep critical work moving forward.
• Executive engagement: Work directly with senior and C-level executives to provide clarity, drive decisions, and maintain alignment during critical events.
• Lead strategic initiatives: Project manage high-priority, ad hoc engagements where strong incident leadership, coordination, and critical thinking are needed to drive business outcomes.

Education

Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field (or equivalent practical experience)

Job description

Salesforce is seeking an experienced Critical Incident Center, Manager to lead the response to our most critical incidents. You will command incident bridges, coordinate security, engineering, and communications teams, and liaise with C-level executives to drive rapid resolution and clear customer communications.

The role requires strong leadership, strategic thinking, and the ability to operate in ambiguity while guiding cross-functional teams through high-stakes events, maintaining customer