Escalation Manager
Salesforce INC · 🌍 India - Hyderabad
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Sponsor Radar — Salesforce INC
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About the role
To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Operations Job Details 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. CIC Sev1 Case Commander — Job Summary The CIC Sev1 Case Commander leads Salesforce's Critical Incident Center response to Severity 1 (Sev1) cases — critical events where a customer faces a major service or business disruption. The role sits within the Incident Management System (IMS) framework, which provides structured, efficient service restoration through clear roles, consistent commitment, and regular updates. Core Responsibilities Engagement & Triage: Accept Sev1 cases via OmniChannel, introduce themselves in the case's Slack channel, join the customer bridge (for Signature customers), clarify the reported issue, and validate business impact to determine CIC engagement. Coordination: Orchestrate cooperation across support, engineering, CSMs, and other resolver teams. Check for Strategic/GTA150 account status and invoke the Critical Business Impact Alert workflow when warranted. Assess whether a case may be a multi-customer incident (MCI). Command & Escalation: Lead the internal bridge to drive the Salesforce response; engage PagerDuty for Engineering/TMP/CCE support as needed; escalate to CIR (with EVP-level approval) or hand off to DET/BT incident commanders when appropriate. Communication: Deliver clear, timely updates to customers and internal teams on a defined cadence — including SCI postings, Quip docs, and Slack canvases for live tracking and handovers. Resolution & Closure: Drive the case to resolution, confirm customer is out of impact (OOI), post the Final SCI update, and disengage in OrgCS with the correct sub-status (e.g., Resolved, Root cause/Workaround provided, MCI, Pending, etc.). Bandwidth Management: Maintain active OmniChannel presence; log capacity constraints; decline/delay assignments when needed, flagging "Bandwidth" in case notes. What Success Looks Like Earning customer trust through transparent, empathetic communication; rapid, standardized incident resolution; and continuous improvement of the Sev1 response process — per the full CIC Sev1 Case Commander Playbook. 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 If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form . Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement