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Enterprise Technology & InfrastructureJob Details
About Salesforce
We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.
Business Technology (BT) connects people and technology to transform the future of work at Salesforce. Guided by our core values of Trust, Customer Success, Equality, Innovation, and Sustainability, we deliver business outcomes that fuel growth, drive competitive advantage, and empower our employees and customers globally. BT’s scope stretches beyond traditional IT: We are also strategic partners, advocating for the best outcomes for our customers, always innovating, and helping to shape the future of work.
BT oversees technology strategy, Salesforce on Salesforce, customer and partner enablement, applications engineering, infrastructure, collaboration, enterprise operations, architecture, and program enablement. BT is Customer Zero, the best example of Salesforce products delivered globally, at scale, sustainably.
The Business Technology Site Reliability Operations (BT SRO) Incident Commander is a customer-focused role responsible for world-class major incident management. As a member of the BT SRO team, the Incident Commander has a strong incident management background with deep experience in leading rapid response to complex incidents. The individual has exceptional verbal and written communication skills. This role collaborates and partners with multiple BT business partners, including product teams and delivery groups, to drive action and grow relationships. The BT SRO Incident Commander is both technically competent and business-oriented.
Guiding Values
Trust - Dedicated liaison for BT SRO and our Business Partners to grow relationships and create better engagement
Stakeholders Success - Maturing our organization through improved and consistent communications during high-severity incidents, which aligns with our corporate communications strategy
Scale - When the individual isn’t contributing to major incidents, they’re focused on improving our Incident Management processes e.g. Playbooks, reports, templates, documentation, tabletop exercises, etc.
Responsibilities
Lead incident response and minimize service downtime
Drive improvements to incident and operational playbooks
Collaborate with cross-functional teams in the company to come up with effective engagement models
Record, interpret, and summarize incident data to draw incident insights and trends
Lead discussions with service owners to seek ways to reduce incident impact duration
Lead incident review meetings and ensure accurate documentation of the incident.
Prepare executive summary of the incidents for leadership reporting up to CIO level.
Participate in the 24x7 on-call rotation to be available as Incident Commander for leading high severity incidents
Apply critical thinking skills to analyze complex issues, identify underlying problems, and develop innovative solutions to drive continuous improvement and achieve organizational objectives
Drive KPI metrics and come up with actionable tasks to increase team performance
Be responsible for the communication lifecycle for BT SRO by building strategies, deploying communication templates, tracking effectiveness, and handling reviews and approvals
Change management tasks and co-ordination to manage Salesforce office power maintenance
Control and coordinate Emergency changes performed to resolve incidents
Guide other members of the team and train them to handle escalated issues
Lead automation initiatives to reduce repetitive manual tasks and processes
Actively participate in team discussions and express your ideas openly.
Encourage collaboration, teamwork, and cross-functional partnerships within the organization, fostering a sense of unity, shared purpose, and collective responsibility among
Qualifications
8+ years of experience in a 24x7 high availability environment handling major incidents including infrastructure and applications.
Experience in handling an incident response or crisis management role
Excellent listening, verbal, and written communication skills
Ability to handle high severity incidents by establishing impact, evaluating resolution scenarios, making decisions based on inputs from Subject Matter Experts, and formulating impact in both technical and business language
Consistent track record at performing well in a fast-paced dynamic environment by working with tight deadlines and changing priorities; is flexible and resilient
ITILv4 Certification
Experience working with a collaborative hard-working global team
Creative, versatile, and strategic problem solver who can independently generate and execute innovative ideas
Capable of studying data and trends to identify opportunities for growth and scalability
Desirable Skills
Experience in leading a successful team
Experience using Salesforce, Tableau, and Slack
Experience with Excel or Google Sheets
Experience in Incident Communications or Executive Communications is a plus
Self-starter with an outstanding ability to problem-solve, influence others, and be a great partner
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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 www.equality.com and explore our company benefits at www.salesforcebenefits.com.
Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. 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 does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.
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WHO WE ARE: We’re Salesforce, the Customer Company, inspiring the future of business with AI+Data+CRM. Leading with our core values, we help... Read more