Escalation Manager - Incident Commander & Cross-Team Lead

Salesforce, Inc.; Bellevue (WA); Presencial; USD 94.000 - 178.000; Jornada completa

Descripción de la vacante

Salesforce, Inc. is seeking an Escalation Manager to act as incident commander for critical customer issues across multiple clouds, balancing authority and collaboration to drive rapid resolution.

You will partner with Support, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management to prevent incidents, learn from cases, and reduce customer impact while delivering clear operational reports and improvements.

Formación

• Degree or equivalent practical experience.
• 7+ years in a technical support environment, handling highly sophisticated issues.
• 5+ years in support management, critical issue management, and incident response in a high-growth software or hardware technology organization.
• Strong cloud and infrastructure technology and delivery experience.
• Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS, etc.).
• Understanding of Salesforce product offerings is strongly preferred.

Responsabilidades

• Own critical issues and Sev 1s across all clouds, and drive them to resolution with the appropriate teams.
• Represent Salesforce on customer bridges and engage customers to drive operational excellence.
• Manage incidents to meet targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Coordinate warm handoffs with other GEO and weekend escalation managers.
• Build trusted partnerships with Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to ensure company-wide alignment.
• Lead retrospectives to identify process improvements, and continuously improve service delivery.
• Deliver operational reports with qualitative and quantitative analysis of business performance.

Conocimientos

Incident command

Executive communication

Collaboration and influence

Project management

Ownership

Service mindset

Educación

Bachelor's degree or equivalent

Herramientas

ITIL

NIMS

NIST

SANS

Cloud infrastructure

Descripción del empleo

Salesforce, Inc. is seeking an Escalation Manager to act as incident commander for critical customer issues across multiple clouds, balancing authority and collaboration to drive rapid resolution.

You will partner with Support, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management to prevent incidents, learn from cases, and reduce customer impact while delivering clear operational reports and improvements.