Senior Incident Commander - Escalations

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

Job summary

Salesforce, Inc. in Indianapolis, IN is seeking an Escalation Manager to act as incident commander for critical customer issues across multiple clouds. You will coordinate with Support, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management to drive swift resolutions and prevent recurrence.

The role emphasizes operational excellence, proactive incident handling, and clear executive communications under pressure. Strong collaboration and ownership are essential.

Qualifications

• 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. Technical literacy is required, and deep knowledge of multi-tenant cloud systems and complex infrastructure is highly desirable.
• Experience managing customer concerns across multiple partners, including customers and product teams.
• 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, 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.

Skills

Incident command

Executive communication

Collaboration and influence

Project management and rigor

Ownership

Service mindset

Education

Degree or equivalent practical experience

Job description

Salesforce, Inc. in Indianapolis, IN is seeking an Escalation Manager to act as incident commander for critical customer issues across multiple clouds. You will coordinate with Support, Engineering, CSIRT, Sales, Consulting, QA, Program Management, and Product Management to drive swift resolutions and prevent recurrence.

The role emphasizes operational excellence, proactive incident handling, and clear executive communications under pressure. Strong collaboration and ownership are essential.