Incident Command Lead — Critical Escalations

Salesforce, Inc.; Chicago (IL); On-site; USD 94,000 - 178,000; Full time

Job summary

Salesforce is seeking an Escalation Manager to act as incident commander for critical customer issues, coordinating with Support, Engineering, CSIRT, Sales, and Product teams. The role focuses on prevention, rapid response, and building strong customer relationships to minimize impact across all cloud products.

You will learn from incidents, partner on initiatives to reduce customer impact, and deliver transparent operational reports.

Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• 7+ years in a technical support environment handling highly sophisticated issues.
• 5+ years in support management, incident response in a high-growth software or hardware org.
• Strong cloud and infrastructure technology and delivery experience.

Responsibilities

• Own critical issues and Sev 1s across all clouds, drive to resolution with relevant teams.
• Represent Salesforce on customer bridges and engage customers to drive operational excellence.
• Manage incidents to meet targets for customer and employee satisfaction, SLAs, and deadlines.
• Coordinate warm handoffs with GEO and weekend escalation managers.
• Build trusted partnerships with Infrastructure, Engineering, Operations, Technical Support, CSIRT, Sales Leadership.
• Lead retrospectives to identify process improvements and continuously improve service delivery.
• Deliver operational reports with qualitative and quantitative analysis of business performance.

Skills

Incident command

Executive communication

Collaboration and influence

Project management

Ownership

Service mindset

Education

Degree or equivalent practical experience

Tools

ITIL

NIMS

NIST

SANS

Job description

Salesforce is seeking an Escalation Manager to act as incident commander for critical customer issues, coordinating with Support, Engineering, CSIRT, Sales, and Product teams. The role focuses on prevention, rapid response, and building strong customer relationships to minimize impact across all cloud products.

You will learn from incidents, partner on initiatives to reduce customer impact, and deliver transparent operational reports.