About Salesforce
Salesforce is the #1 AI CRM where humans with agents drive customer success together.
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.
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.
Key Responsibilities:
1. Hire and retain top talent.
2. Champion and support your team by reducing churn and waste, removing blockers, escalating issues, and helping to mentor/coach and grow team members.
3. Assess the performance of direct reports according to corporate policies and procedures.
4. Mentor staff on event triage and incident response procedures.
5. Participate in the resolution of major incidents and keep executive leadership informed.
6. Measure, monitor, and manage the success metrics.
7. Build trusted relationships with key stakeholders.
8. Identify and action opportunities to improve processes and procedures.
9. Work effectively as part of a geographically distributed team.
10. Ensure business continuity procedures are up-to-date and ready to execute should a need arise.
11. Monitor, analyze, and correlate activity, evaluate incidents, perform research, and provide in-depth incident analysis.
12. Improve and automate internal capabilities for identifying, investigating, and responding to incidents.
13. Influence peers and senior management to adopt new solutions to enable end-to-end automation.
14. Cultivate highly effective relationships with internal business partners such as product management, technical leads, and service owners.
General 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 their best.