Incident Commander

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Job Category

Enterprise Technology & Infrastructure

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

Business Technology (BT) connects people and technology to transform the future of work at Salesforce. Guided by our core values of Trust, Customer Success, Equality, Innovation, and Sustainability, we deliver business outcomes that fuel growth, drive competitive advantage, and empower our employees and customers globally. BT’s scope stretches beyond traditional IT: We are also strategic partners, advocating for the best outcomes for our customers, always innovating, and helping to shape the future of work.

BT oversees technology strategy, Salesforce on Salesforce, customer and partner enablement, applications engineering, infrastructure, collaboration, enterprise operations, architecture, and program enablement. BT is Customer Zero, the best example of Salesforce products delivered globally, at scale, sustainably.

The Business Technology Site Reliability Operations (BT SRO) Incident Commander is a customer-focused role responsible for world-class major incident management. As a member of the BT SRO team, the Incident Commander has a strong incident management background with deep experience in leading rapid response to complex incidents. The individual has exceptional verbal and written communication skills. This role collaborates and partners with multiple BT business partners, including product teams and delivery groups, to drive action and grow relationships. The BT SRO Incident Commander is both technically competent and business-minded.

Guiding Values

• ●  Trust - Dedicated liaison for BT SRO and our Business Partners to grow relationships and create better engagement

• ●  Stakeholders Success - Maturing our organization through improved and consistent communications during high-severity incidents, which align with our corporate communications strategy

• ●  Scale - When the individual isn’t contributing to major incidents, they’re focused on improving our Incident Management processes e.g. Playbooks, reports, templates, documentation, tabletop exercises, etc.

  Responsibilities

• ●  Lead incident response and minimize service downtime

• ●  Drive improvements to incident and operational playbooks

• ●  Record, interpret, and summarize incident data to draw incident insights and trends

• ●  Lead discussions with service owners to seek ways to reduce incident impact duration

• ●  Facilitate incident review meetings and ensure accurate documentation of the incident.

• ●  Write executive summary of the incidents for leadership reporting up to CIO level.

• ●  Participate in the 24x7 on-call rotation to be available as Incident Commander for

  leading high severity incidents

• ●  Drive KPI metrics and come up with actionable tasks to increase team performance

• ●  Own the communication lifecycle for BT SRO by building strategies, deploying

  communication templates, tracking effectiveness, and managing reviews and

  approvals

• ●  Change management tasks and co-ordination to manage Salesforce office power

  maintenance

• ●  Control and co-ordinate Emergency changes performed to resolve incidents

• ●  Guide other members of the team and train them for handling raised issues

• ●  Lead automation initiatives to reduce repetitive manual tasks and processes

• ●  Actively participate in team discussions and express your ideas openly

• ●  Deliver on project landmark commitments and deadlines that are often set by your

  managers and senior members of the team

  Qualifications

• ●  5+ years of experience in a 24x7 high availability environment managing major incidents including infrastructure and applications.

• ●  Experience in handling an incident response or crisis management role

• ●  Excellent listening, verbal and written communication skills

• ●  Ability to manage high severity incidents by establishing impact, evaluating

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