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Job Category: Customer Success Group

Job Details

Unified Commander/Incident Commander, Critical Incident Center

The Critical Incident Unified Commander is a highly customer-focused, operational leader that is responsible for flawlessly executing Salesforce’s existing, world-class, critical incident response operation, with a high sense of urgency. As a member of the Customer Success Group and Critical Incident Center team, the Critical Incident Commander should have strong technical knowledge of complex SaaS systems and deep experience leading the rapid response to complex incidents.

The Critical Incident Unified  Commander is a key driver for Severity-0 incident management, security incident management, and executive-level communications. This responsibility includes collaborating and partnering with the entire organization to drive action and foster growth. As a member of the Global Support management team, the Critical Incident Commander is customer-focused, technically competent, and business-oriented.

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 leader to join our Global Critical Incident Center.

Key Responsibilities:

• Ensure flawless execution of the incident resolution process, including running and managing incident bridges and drive transparent communication that promotes very high levels of internal/external customer satisfaction,
• Work directly with stakeholders and executives to drive resolution during incidents and improve overall response for future incidents,
• Leading cross-functional post-incident process reviews to ensure continuous improvement of operations and execution­,
• Leading enterprise-wide drills to ensure excellent response posture,
• Closely partnering and collaborating with Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to ensure alignment across the business.
• Ability to perform a flexible schedule, including majority weekend and overnight shifts.

Minimum Requirements:

• BS or MS in Computer Science or a related technical area,
• 10+ years experience in a global application delivery/SaaS environment, handling highly complex issues,
• Technical working knowledge of network infrastructure (Load balancer, firewalls, CDNs etc)
• 5+ years managing, coordinating, and ensuring resolution on major incidents,
• Outstanding communication skills at the C-Level: Both written and verbal Communications,
• Deep experience responding to and leading complex incident response in a 24/7/365 environment,
• Strong operational and services experience in a cloud services delivery environment
• Providing mission-critical support to large enterprise customers.
• Previous experience directing and maximizing the benefits of collaborating with global teams

• Customer-centric attitude and focus on providing best-in-class service for customers and stakeholders.
• Familiarity with incident management frameworks (IMS, ITIL, NIMS, NIST, SANS, etc.)
• Executes with a high level of operational urgency with an ability to maintain calm, and work closely with a team and stakeholders during a critical situation.
• Ability to lead and drive resolution via an audio bridge as an incident commander with excellent executive communications and cross-functional collaboration.
• Ability to manage conflict during impactful and stressful incident events.
• Must have expertise in managing enterprise-level escalations, including managing, prioritizing, and delegating multiple escalations at once.
• Has experience collaborating and communicating on an executive-level.
• Flexibility, integrity and creative problem-solving skills are a prerequisite to be successful in this role.
• Must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive-level management. Deep technical knowledge of multi-tenant, Cloud systems and/or highly complex infrastructure is highly desirable.
• A team player who is influential and builds good working relationships across all functions, with demonstrable experience developing and maintaining productive relationships across organizations to ensure that business initiatives are completed and business objectives are achieved.
• Excellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.