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 Enterprise Technology & InfrastructureJob DetailsAbout SalesforceWe’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 ValuesTrust - Dedicated liaison for BT SRO and our Business Partners to grow relationships and create better engagementStakeholders Success - Maturing our organization through improved and consistent communications during high-severity incidents, which aligns with our corporate communications strategyScale - 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.ResponsibilitiesLead incident response and minimize service downtimeDrive improvements to incident and operational playbooksCollaborate with cross-functional teams in the company to come up with effective engagement modelsRecord, interpret, and summarize incident data to draw incident insights and trendsLead discussions with service owners to seek ways to reduce incident impact durationLead 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 incidentsApply critical thinking skills to analyze complex issues, identify underlying problems, and develop innovative solutions to drive continuous improvement and achieve organizational objectivesDrive KPI metrics and come up with actionable tasks to increase team performanceBe responsible for the communication lifecycle for BT SRO by building strategies, deploying communication templates, tracking effectiveness, and handling reviews and approvalsChange management tasks and co-ordination to manage Salesforce office power maintenanceControl and coordinate Emergency changes performed to resolve incidentsGuide other members of the team and train them to handle escalated issuesLead automation initiatives to reduce repetitive manual tasks and processesActively 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 amongQualifications8+ 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 roleExcellent listening, verbal, and written communication skillsAbility 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 languageConsistent track record at performing well in a fast-paced dynamic environment by working with tight deadlines and changing priorities; is flexible and resilientITILv4 CertificationExperience working with a collaborative hard-working global teamCreative, versatile, and strategic problem solver who can independently generate and execute innovative ideasCapable of studying data and trends to identify opportunities for growth and scalabilityDesirable SkillsExperience in leading a successful teamExperience using Salesforce, Tableau, and SlackExperience with Excel or Google SheetsExperience in Incident Communications or Executive Communications is a plusSelf-starter with an outstanding ability to problem-solve, influence others, and be a great partnerAccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this .Posting StatementAt 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 and explore our company benefits at .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. does not accept unsolicited headhunter and agency resumes. will not pay any third-party agency or company that does not have a signed agreement with .Salesforce welcomes all.
