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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.
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Organization Overview:
Business Technology blazes the trail of enterprise IT. Built on the foundation of our core values - Trust, Customer Success, Equality, and Innovation - we own more than the traditional IT components, focusing on working closely with our business partners for amazing outcomes. We aim to deliver technology centered around our business and our collective success. We guide technology strategy, Salesforce on Salesforce, customer and partner enablement, applications engineering, infrastructure, collaboration, enterprise operations, architecture, and program enablement. We own the world's foremost Salesforce implementation and enable our global Trailblazers to do their best work by leveraging our platform.
Role Description:
We are seeking a talented, self-directed, technical leader to manage Incident Commanders on the Business 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 resolving 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 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 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, COBIT
- Experience with monitoring and observability tools like Grafana, Splunk, New Relic, and PagerDuty
- Experience with case management systems and data analytics tools like Salesforce CRM, Tableau
- Familiarity with Agile/Scrum methodology
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Posting Statement
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