Escalation Manager - Critical Incident Center
Salesforce, Inc. (company site, opens in a new tab)8+ yrsHyderabadOn-siteDirect career pageEst. 25–45 LPA
Posted 8h ago
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Job description
Structured overview of role & requirements
About This Role
- Own end-to-end resolution of critical customer issues and Sev1 incidents across Salesforce clouds, coordinating teams and providing hands-on incident leadership.
- Lead customer bridge calls, align support, engineering, infrastructure and business stakeholders, and manage outcomes against customer satisfaction, SLAs and resolution-time targets.
- Run incident retrospectives and partner on prevention and process improvements, using operational reporting to assess performance.
Minimum Requirements
- Work Experience Required: 8+ years in a technical support environment handling highly complex issues.
- Bachelor’s degree or equivalent relevant experience required.
- Strong experience with cloud and infrastructure technology and delivery; expertise in critical incident leadership and customer escalation management.
- Notice period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Has led high-stakes customer incidents and managed bridge calls, including communication with C-suite executives and cross-functional teams.
- Combines hands-on incident response with operational discipline: tracks service measures, produces performance analysis and drives root-cause prevention.
- Experience in critical incident management at a high-growth technology organization and familiarity with incident frameworks such as ITIL are advantageous; Salesforce product knowledge is desirable.