Analyst Site Reliability Operations Engineer

Digital Enterprise Technology (DET) 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. DET is Customer Zero - the best example of Salesforce products delivered globally, at scale, sustainably.

About the Role

As an Analyst Site Reliability Operations Engineer, you'll be part of our internal DET Site Reliability Operations team supporting employees globally. This is a great opportunity for someone early in their IT career to gain hands-on experience in incident management, problem management, and enterprise operations within a fast-paced, high-availability environment. You'll work alongside a team of experienced engineers who will support your growth.

Responsibilities

Lead incident response for high-severity incidents affecting internal business operations, acting as Incident Commander - establishing impact, coordinating Subject Matter Experts, making decisions under pressure, and driving resolution.
Monitor enterprise systems including infrastructure, applications, and network components. Escalate anomalies and potential issues to senior team members before they impact users.
Maintain clear and timely incident communications, including status updates for technical teams and stakeholders. Able to translate technical details into business-friendly language for leadership and the wider business.
Actively participate in problem management activities - help investigate recurring incidents, document root cause analyses, and track known errors to support long-term resolution efforts.
Follow and contribute to incident management processes including playbooks and SOPs. Identify opportunities to improve documentation and drive process improvements.
Support coordination of changes and infrastructure updates during incident resolution. Work with cross-functional teams to maintain business continuity.
Assist with the analysis of incident data and KPI metrics to identify trends and patterns. Contribute to post-incident reviews and drive action items through to completion.
Participate in on-call rotation as part of regional coverage.

Required Experience

3-5 years in IT operations, service desk, or a related technical support role in a 24x7 high-availability environment.
Demonstrated ability to lead high-severity incidents as Incident Commander - establishing impact, evaluating resolution scenarios, making decisions based on inputs from Subject Matter Experts, and communicating outcomes in both technical and business language.
Strong written and verbal communication skills. Able to communicate complex technical information clearly to peers, stakeholders, and leadership.
Good technical troubleshooting ability across Windows and/or Linux environments, common enterprise applications, and monitoring/logging tools.
Solid understanding of ITSM concepts including incident, problem, and change management. ITIL Foundation certification (or willingness to obtain) preferred.
Demonstrated experience in problem management, including investigation of recurring incidents, comprehensive root cause analysis documentation.

Nice to Have

Exposure to cloud platforms (e.g. AWS, Azure, GCP) or cloud fundamentals certifications.
Experience with monitoring or logging tools such as New Relic, Splunk, or Grafana.
Salesforce platform experience or certifications.
Basic scripting knowledge in Python, Bash, or PowerShell.
* BS in Computer Science, Information Technology, or equivalent practical experience.

Unleash Your Potential

When 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.

Accommodations

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Posting Statement

Salesforce 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.

Client-provided location(s): Dublin, Ireland

Job ID: Salesforce-JR337699

Employment Type: FULL_TIME

Posted: 2026-04-11T00:39:05