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 CategoryEnterprise Technology & InfrastructureJob DetailsAbout SalesforceSalesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place Agentforce is the future of AI, and you are the future of Salesforce.We are seeking a talented, self-directed, technical leader to manage Incident Commanders on the Digital Enterprise Technology Site Reliability team. This role is a fantastic opportunity to make an impact while partnering with some of Salesforce's most mission-driven teams, including IT Infrastructure, Enterprise Applications, Security, and more.Your Impact:In this player/coach role, you will be responsible for hiring and retaining top Incident Commanders, growing the team and each individual on it, and helping guide the direction of our 24x7 incident management for maximum availability of enterprise IT production services. You will promote a data-driven culture in executing service management processes like major incident response management, change management, disaster recovery, and event management. You will contribute towards process maturity, consistency, and continuous improvement.Role Responsibilities:Hire and retain top incident management talent.Champion and support your team by reducing churn and waste, removing blockers, escalating issues, and helping to mentor/coach and grow team members.Assess the performance of direct reports according to corporate policies and procedures.Mentor staff on event triage and incident response procedures.Participate in the resolution of major incidents and keep the executive leadership team informed.Measure, monitor, and manage the success metrics.Build trusted relationships with the key stakeholders. Identify and action the opportunities to improve the processes and procedures.Work effectively as part of a geographically distributed team.Ensure the business continuity procedures are up-to-date and ready to execute should a need arise.Monitor, analyze, and correlate activity, evaluate incidents, perform research, and provide in-depth incident analysis.Improve and automate internal capabilities for identifying, investigating, and responding to incidents.Influence your peers and senior management to adopt new solutions to enable end-to-end automation Cultivate highly effective relationships with internal business partners such as product management, technical leads, and service ownersGeneral Skills:7+ years of technology experience, ideally focusing on Incident Management, Observability, and Service Management.4+ years of experience in people management or cross-functional project management.Demonstrated ability to lead and coordinate major, enterprise-wide incident response engagements.Excellent organizational skills, analytic capabilities, and attention to detail.Capable of leading and motivating a team of engineers in a challenging, dynamic environment.Exceptional visual, verbal, and written communication skills.Results-oriented and able to move forward without complete information.Experience researching, analyzing, and resolving complex problems with minimal supervision.Experience in cultivating mentorship culture.Present and communicate complex ideas and features to a broad audience effectively.Experience in building teams from hiring to onboarding.Experience in managing a team's performance based on a structured and fair model that enables team members to perform at the "top of their game".Champion best practices to influence team members to apply them in their daily work.Desired Skills:Experience with IT Service Management (ITSM) frameworks like ITIL, COBITExperience with monitoring and observability tools like Grafana, Splunk, New Relic, and PagerDutyExperience with case management systems and data analytics tools like Salesforce CRM, TableauFamiliarity with Agile/Scrum methodologyUnleash Your PotentialWhen you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementSalesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.