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Salesforce.com, Inc Critical Incident Lead in Indianapolis, Indiana

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details

Salesforce, the leading provider of cloud computing, uses a global network of internal and outsourced technical support engineers to deliver world-class, multi-language technical support to over 1 million subscribers. With our continued rapid growth, we are searching for a strong incident specialist to join our Global Critical Incident Center.

Role Description:

The Critical Incident Manager is a highly customer-focused, operational lead responsible for flawlessly leading the execution of Salesforce’s existing, world-class, Critical Incident Response, with a high sense of urgency. As a member of the Customer Success Group and Global Critical Incident Center team, the Critical Incident Manager should have strong technical knowledge of complex SaaS systems and deep experience leading the internal and external rapid response to complex incidents. As the Global Critical Incident Center is a 24 x 7 operation, the Critical Incident Manager will be required to cover rotating weekend shifts and be flexible to work across all 3 Geos AMER, EMEA, and APAC.

The Critical Incident Manager is a key driver for high severity multi-customer, high visibility customer incidents. This responsibility includes collaborating and partnering with the entire Salesforce organization to drive action and foster growth. As a member of the Global Critical Incident Center, the Critical Incident Manager is both technically competent and business-oriented.

Key Responsibilities:

Incident Management

  • As part of a 7x24 global team of Incident Commanders – Leading a cross-functional incident response team to drive high customer satisfaction and ensure the impact on customers is mitigated and minimized.

  • Work directly with customers as an escalation point to provide reassurance.

  • Webinar hosting soft skills in front of 100s of customers.

  • Drive cross-functional post-incident reviews and continual improvement updating playbooks

  • Develop close partnerships and collaborate across the enterprise to build good working relationships across all functions and alignment across the business.

  • Ensure Incident Response Readiness by leading training sessions, periodic incident response simulations, tests, and drills.

  • Cross-functional Incident Management Leadership Experience.

  • Manage and prioritize multiple incidents occurring all at once.

  • Participating in On-call rotation weekend work will be required for critical situations requiring expertise and as rostered.

  • Comfortable working in a fast-paced environment with high-pressure situations.

Communications

  • Exemplary communication skills up to Executive Level: technically literate both written and verbal.

  • Extract information from multiple subject-matter experts.

  • Manage and deliver collaborative documentation.

  • Provide transparent communication, processing technical information and into clear, audience-appropriate communications, including customer-facing to drive high levels of customer satisfaction.

Minimum Requirements:

  • 7+ years experience in a technical support environment, handling highly complex issues.

  • 7+ years of Incident Management or Incident Command driving resolution on high visibility customer-impacting incidents.

  • Strong operational and services experience in a cloud services delivery environment.

  • Experience directing and maximizing the benefits of collaborating with global teams.

  • Service delivery experience.

Specific Skills and Pre-requisites

  • In our follow-the-sun, 7x 24 operation, Critical Incident Managers are required to work a roster that includes on-duty and on-call weekends with occasional work outside of normal business hours.

  • High level of Operational Urgency and Situational Urgency.

  • Lead team to execute on all tasks with a high level of operational and situational urgency.

  • Technical knowledge of cloud infrastructure, ideally in a multitenant environment.

  • Flexibility, integrity, and creative problem-solving.

  • Strong project management skills, across teams where influencing skills are required.

  • Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment.

  • Excellent attention to detail and a strong commitment to quality.

  • Strong dedication to customer success.

  • Prior experience in a 24x7x365 operations environment is a benefit.

  • Proven ability to manage complex processes and drive continuous process improvement.

  • Maturity to be managed remotely and ensure KPIs are met.

  • Ability to lead Executive level Cross-functional communication and incident bridges.

Accommodations - If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. (http://cloud.mail.salesforce.com/accommodations-request-form)

Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

There are those who choose to work with the best and brightest. And then, there are those who want to do more than just a job. They are the ones improving lives, not only their careers. Having an impact now instead of later. Doing something that’s so much bigger than themselves, an industry, and their company.

We believe everyone can be a Trailblazer. Join Salesforce and discover a future of new opportunities.

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