Senior Incident Commander — Critical Response Leader

100 Salesforce, Inc.; Indianapolis (IN); On-site; USD 120,000 - 160,000; Full time

Job summary

Salesforce is seeking a Critical Incident Center Manager to orchestrate the response to the most complex incidents across cross-functional teams. You will act as Unified Commander, aligning leadership, security, engineering, and support to rapidly restore service and protect customers.

You will communicate with executives, guide decision-making, and drive initiatives that reduce incident impact while maintaining customer trust. Strong leadership and adaptability are essential.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, Information Technology, or related field (or equivalent practical experience)
• 6+ years of experience commanding critical incident bridges or leading complex, high-severity operational events
• Demonstrated ability to coordinate multiple teams and workstreams in high-pressure environments
• Strong critical thinking and decision-making skills, with the ability to quickly assess situations and determine priorities
• Exceptional organization and ability to maintain situational awareness across complex, rapidly changing events
• Strong written and verbal communication skills, including the ability to communicate effectively with executives
• Proven customer-first mindset and ability to balance customer impact with technical and business priorities
• Ability to influence and lead without direct authority across diverse technical and business organizations
• Comfortable operating with ambiguity and making sound decisions with incomplete information
• Flexible, agile mindset with the ability to change priorities and plans depending on the dynamics of the situation

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 throughout an incident
• 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

Skills

Leadership

Cross-functional coordination

Executive communication

Decision making under pressure

Influence without authority

Customer-focused

Strategic thinking

Project management

Education

Bachelor's degree in Computer Science/Software Engineering/Information Technology

Job description

Salesforce is seeking a Critical Incident Center Manager to orchestrate the response to the most complex incidents across cross-functional teams. You will act as Unified Commander, aligning leadership, security, engineering, and support to rapidly restore service and protect customers.

You will communicate with executives, guide decision-making, and drive initiatives that reduce incident impact while maintaining customer trust. Strong leadership and adaptability are essential.