Salesforce.com, Inc Critical Incident Lead in Indianapolis, Indiana
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Customer Success Group
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.
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.
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.
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.
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.
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