Senior Incident Commander - Escalation Lead

Salesforce, Inc.; Illinois; On-site; USD 120,000 - 190,000; Full time

Job summary

Salesforce, Inc. is seeking an Escalation Manager to act as incident commander for critical customer issues, coordinating across Support, Engineering, CSIRT, Sales, and Product teams. The role emphasizes prevention and learning from incidents to reduce customer impact.

You will build strong relationships with customers and internal teams, drive operation excellence, and manage incidents to meet targets for satisfaction and deadlines.

Qualifications

• Degree or equivalent practical experience.
• 7+ years in a technical support environment.
• 5+ years in support management, critical issue management, and incident response.
• Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS, etc.).
• Understanding of Salesforce product offerings is strongly preferred.

Responsibilities

• Own critical issues and Sev 1s across all clouds, driving 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.
• 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 & influence

Project management

Ownership

Service mindset

Education

Degree or equivalent practical experience

Job description

Salesforce, Inc. is seeking an Escalation Manager to act as incident commander for critical customer issues, coordinating across Support, Engineering, CSIRT, Sales, and Product teams. The role emphasizes prevention and learning from incidents to reduce customer impact.

You will build strong relationships with customers and internal teams, drive operation excellence, and manage incidents to meet targets for satisfaction and deadlines.