Salesforce: Incident Management Engineer – All Levels – (Senior/Lead/Principal) (Multiple Locations)

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Job CategoryProducts and Technology Job Details Job CategoryProducts and Technology Job DetailsJob Title: Incident Management Engineer The Incident Management Engineer leads critical incident response efforts across many technical domains.

This role involves partnering with the entire organization to drive action for incident resolution and fostering learning from incidents to implement future analysis, resilience, and reliability engineering efforts.

As a member of the Centralized Incident Response team, the Incident Management Engineer is customer-focused, technically competent, and business-oriented.Salesforce, the leading provider of cloud computing, uses a global network of internal and outsourced technical support engineers to deliver world-class, multi-language technical support to over 1 million subscribers.

With our continued rapid growth, we are searching for strong engineers to join our Centralized Incident Response team.

The Centralized Incident Response team is a dedicated group of elite technical incident commanders who will be responsible for managing critical incidents for Salesforce products, with the goal of mitigating customer-impacting incidents with maximum efficiency.

This team will evaluate every incident, perform analysis, and establish metrics with a goal to continually learn and improve.Key Responsibilities:Provide expert execution of the incident command process, including running and managing high severity incident bridges and driving transparent communication that promotes maximum levels of internal/external customer satisfactionWork directly with stakeholders and executives to drive resolution during incidents and improve overall response for future incidentsLead cross-functional post-incident process reviews and incident analysis and drive continuous improvement of operations and executionLead enterprise-wide drills to prepare for and ensure efficient incident response and drive best practicesClosely partner and collaborate with Infrastructure, Engineering, Operations, Technical Support, Customer Success, and Sales Leadership to ensure alignment across the business Required Skills/ExperienceBS in Computer Science or a related technical area10+ years experience in a global application delivery/SaaS environment, handling highly complex issues5+ years managing, coordinating, and ensuring resolution on major incidentsDeep experience responding to and leading complex incident response in a 24/7/365 environmentExpertise in managing enterprise-level escalations, including managing, prioritizing, and delegating multiple escalations at once.Ability to execute with a high level of operational urgency, maintain calm, and work closely with a team and stakeholders during a critical situation.Strong operational and services experience in a cloud services delivery environmentOutstanding communication skills at the C-Level: Both written and verbal communicationsAble to articulate technical issues in a meaningful way to both engineers and executive-level management.

Desired Skills/ExperienceCustomer-centric attitude and focus on providing best-in-class service for customers and stakeholders.Familiarity with incident management frameworks (ICS/NIMS, ITIL, etc.)Experience conducting incident investigations, including analysis of an incident as well as performance evaluations of respondersFlexibility, integrity, and creative problem-solving skillsExcellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are required.Previous experience directing and maximizing the benefits of collaborating with global teams Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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 Salesforce and explore our benefits.

Salesforce.Com and Salesforce.Org are Equal Employment Opportunity and Affirmative Action Employers.

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.Com and Salesforce.Org do not accept unsolicited headhunter and agency resumes.

Salesforce.Com and Salesforce.Org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.Com or Salesforce.Org.

Salesforce welcomes all.

Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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 Salesforce and explore our benefits.

Salesforce.Com and Salesforce.Org are Equal Employment Opportunity and Affirmative Action Employers.

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.Com and Salesforce.Org do not accept unsolicited headhunter and agency resumes.

Salesforce.Com and Salesforce.Org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.Com or Salesforce.Org.

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.