Escalations Manager
Core
Incident commander managing critical customer issues and Sev 1 incidents across all Salesforce cloud products, ensuring timely resolution and operational excellence.
Role type
Senior Escalations Manager (Incident Command)
Builds
Seamless follow-the-sun coverage and resolution for critical enterprise-level incidents
Domain
SaaS / Cloud Infrastructure / Customer Support Operations
Required skills
Incident Command, Critical Issue Management, Cross-functional Leadership, Executive Communication, Process Improvement, Project Management, Cloud Infrastructure Knowledge, Stakeholder Management, Retrospective Facilitation, Operational Reporting
Preferred skills
Salesforce product knowledge, ITIL/NIMS/NIST frameworks, Multi-tenant system expertise
Responsibilities
Lead and resolve Sev 1 critical incidents across all clouds; Represent Salesforce on customer bridges; Build work schedules for seamless follow-the-sun coverage; Drive operational excellence and customer satisfaction; Own retrospective meetings for process improvement; Partner with Engineering, Support, and Sales teams for alignment.
Seniority
Senior, hands-on IC with strategic oversight