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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.

• Ensure detailed execution of the incident resolution process, including running and leading 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 multi-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 weekend and overnight shifts.

• Demonstrated ability in a global application delivery/SaaS environment, handling highly complex issues,
• Technical working knowledge of network infrastructure (Load balancer, firewalls, CDNs etc)
• Solid experience handling, 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 collaborators.
• Familiarity with incident management frameworks (IMS, ITIL, NIMS, NIST, SANS, etc.)
• Executes with an operational urgency with an ability to maintain calm, and work closely with a team and partners during a critical situation.
• Lead and drive resolution via an audio bridge as an incident commander with excellent executive communications and multi-functional collaboration.
• Ability to handle conflict during impactful and stressful incident events.
• Must have expertise in running enterprise-level escalations, including leading, prioritizing, and delegating multiple critical issues at once.
• Has experience collaborating and communicating on an executive-level.
• Flexibility, integrity and creative problem-solving skills are prerequisites to success 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 great teammate 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 lead projects across teams where influencing skills are required.

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