Escalation Senior Analyst
Core
Lead Salesforce's Critical Incident Center response to Severity 1 cases, orchestrating cross-functional teams to resolve major service disruptions and communicate with customers.
Role type
Senior IC incident commander
Builds
Incident response workflows and customer trust during critical outages
Domain
SaaS / IT Operations / Incident Management (via careerplan.io/jobs/JR361317-escalation-senior-analyst-at-salesforce)
Required skills
Incident command, cross-functional coordination, stakeholder communication, triage, escalation management, bandwidth management
Preferred skills
Experience with PagerDuty, OmniChannel, Slack, Quip, OrgCS
Technologies
OmniChannel, Slack, PagerDuty, Quip, OrgCS
Responsibilities
Accept and triage Sev1 cases via OmniChannel; orchestrate cooperation across support, engineering, and CSMs; lead internal bridges and escalate to CIR or DET/BT commanders; deliver clear updates to customers and internal teams; drive cases to resolution and closure; manage active OmniChannel presence and capacity constraints.
Seniority
Senior, hands-on IC
