Description

About Salesforce

Salesforce 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.

As the Senior Analyst, Escalations CIC, you will play a pivotal leadership role within the Critical Incident Center, owning weekend oversight for Salesforce’s Support organization while driving enterprise-wide critical incident response and escalation management.

In this highly customer-focused and hands-on role, you will ensure flawless execution of corporate incident response playbooks, enabling the organization to operate as one unified team with a clear focus on rapid service restoration and minimal customer impact.

Acting as senior analyst across Support and CIC teams, you will hold end-to-end decision-making authority to manage incidents and escalations, support frontline teams, and drive customer-impacting cases to timely resolution. You will execute the Weekend Leadership program through strong planning and operational rigor, while flexing between directive and collaborative leadership styles based on situational demands. Success in this role requires building and sustaining strong cross-functional partnerships across Support (all cloud products), Customer Success, Engineering (including Site Reliability, Customer-Centric Engineering, Technology Communications, and Readiness), Security, Sales, Consulting, QA, Program Management, and Product Management etc.

You will bring a proven ability to engage with customers and executives, lead through high-pressure scenarios, and navigate ambiguity with composure, while maintaining a strong focus on prevention by leveraging insights from incidents and driving initiatives that reduce recurring customer impact. Additionally, you will partner with leadership to ensure seamless follow-the-sun weekend coverage through effective workforce planning.

Shift Timings: The candidate should be comfortable working weekend shifts (Friday–Monday). Standard start times align to APAC (5:30 AM IST) and EMEA (12:30 PM IST) coverage, with flexibility required as timings may evolve based on business needs.

Key Responsibilities:

Own the weekend Salesforce’s Support Management and the Corporate Incident Response.
Hands-on escalation analyst for all clouds for all Sev 1s and urgent Sev 2s. Ensure they are being worked by the appropriate teams and assist as needed.
Own and engage in the Critical Incidents
Represent Salesforce on customer bridges and webinars.
Own the weekend support function to achieve business objectives, including achieving the target for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
Work with the Pillars to analyze case and incident trends for continuous improvement.
Engage with stakeholders to drive operational excellence through the weekend
Drive consistently high levels of internal/external customer satisfaction.
Become a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to assure company-wide alignment across the business.
Continuously raise the bar on customer service delivery excellence.

Experience / Skills Required:

6+ years of experience in support management, escalation management, and incident response in a high-growth software/hardware technology organization.
Highly collaborative and diplomatic; curious, patient, open, and honest; able to develop strong working relationships across matrixed teams.
Exceptional C-Level written and verbal communication skills can create and tailor communications appropriate for the audience and the situation.
Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience.
Focused on quality of service, process development with continuous improvement.
Preemptive problem-solver engaged both strategically and tactically.
Strong cloud and infrastructure technology and delivery experience.
Strong escalation management experience with multiple stakeholders, including customers and product teams.
Understanding of Salesforce product offerings is strongly preferred.
Intense operational rigor and effective project management skills; able to lead cross-functional collaboration to achieve results.
Strong customer-facing experience, bridge management, Incident Command
Self-motivated takes the initiative, assumes ownership, and runs programs with minimal supervision.
Deliver operational reports that provide qualitative and quantitative analysis of business performance.

Specific Skills:

Customer-centric demeanour and focus on providing best-in-class service for customers and partners.
Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS, etc.)
Performs with a high level of operational urgency to maintain calm and work closely with a team and partners during a critical situation.
Ability to lead and drive resolution remotely as an incident commander with excellent executive communications and cross-functional collaboration.
Must have expertise in handling enterprise-level issues, including leading, prioritizing, and delegating multiple critical issues at once.
Has experience collaborating and communicating on an executive level.
Flexibility, integrity and creative problem-solving skills are prerequisites to be successful in this role.
Must be technically literate and articulate technical issues in a relevant way to both engineers and executive-level management. Deep technical knowledge of multi-tenant, cloud systems, and highly sophisticated infrastructure is highly desirable.
An influential teammate who builds good working relationships across all functions within the Critical Incident Center and our partners. Demonstrates developing and maintaining productive relationships across organizations to complete business objectives.
Excellent project management skills, including the ability to influence other teams to lead projects.