Senior Incident Commander

Salesforce

3.8

(114)

Dublin, Ireland

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  • #JR243473

    Position summary

    e 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-oriented.

    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 aligns 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

    • Collaborate with cross-functional teams in the company to come up with effective engagement models

    • 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

    • Lead incident review meetings and ensure accurate documentation of the incident.

    • Prepare 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

    • Apply critical thinking skills to analyze complex issues, identify underlying problems, and develop innovative solutions to drive continuous improvement and achieve organizational objectives

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

    • Be responsible for the communication lifecycle for BT SRO by building strategies, deploying communication templates, tracking effectiveness, and handling reviews and approvals

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

    • Control and coordinate Emergency changes performed to resolve incidents

    • Guide other members of the team and train them to handle escalated issues

    • Lead automation initiatives to reduce repetitive manual tasks and processes

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

    • Encourage collaboration, teamwork, and cross-functional partnerships within the organization, fostering a sense of unity, shared purpose, and collective responsibility among

    Qualifications

    • 8+ years of experience in a 24x7 high availability environment handling 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 handle high severity incidents by establishing impact, evaluating resolution scenarios, making decisions based on inputs from Subject Matter Experts, and formulating impact in both technical and business language

    • Consistent track record at performing well in a fast-paced dynamic environment by working with tight deadlines and changing priorities; is flexible and resilient

    • ITILv4 Certification

    • Experience working with a collaborative hard-working global team

    • Creative, versatile, and strategic problem solver who can independently generate and execute innovative ideas

    • Capable of studying data and trends to identify opportunities for growth and scalability

    Desirable Skills

    • Experience in leading a successful team

    • Experience using Salesforce, Tableau, and Slack

    • Experience with Excel or Google Sheets

    • Experience in Incident Communications or Executive Communications is a plus

    • Self-starter with an outstanding ability to problem-solve, influence others, and be a great partner

    Accommodations

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    Posting Statement

    At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at https://www.equality.com and explore our company benefits at https://www.salesforcebenefits.com.

    Salesforce is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

    Salesforce welcomes all.

    Why you should apply for a job to Salesforce:

  • 63% say women are treated fairly and equally to men
  • 70% would recommend this company to other women
  • 81% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • Time off and leaves
  • Perks, such as discounts, commuter benefits & educational reimbursement
  • Mental health, parenting and childcare resources