Salesforce.com, Inc Regional Director - Critical Incident Center | APAC in Sydney, Australia
The Regional Director, Critical Incident Center (CIC) - APAC is responsible for leading, building and managing the APAC CIC team that owns and drives all customer centric actions for major customer impacting, performance, feature or platform availability incidents.
Our incident execution is industry leading and many of our process have been adopted from a public sector methodology commonly used by Fire departments, Police departments and FEMA.
The Regional Director role provides hands-on guidance to the team while they orchestrate the company wide response during major incidents and ensures that our playbooks are executed flawlessly. As a member of the Customer Success Group and Global leadership team, the Regional Director should have strong technical knowledge of SaaS systems and deep experience leading internal/external rapid response to complex incidents. A strong track record of continuously improving efficient and repeatable support processes, within a Cloud environment, is preferred. As this role is business critical, some work outside of office hours may be required.
Lead, manage and build the existing Regional Critical Incident Center team in APAC
Ensure flawless execution of the Multi-Customer incident management playbooks, with transparent communication that drives very high levels of internal/external customer satisfaction
Ensure the most critical Single Customer incidents are identified and escalated appropriately to our Senior Executives throughout Salesforce, as part of our global Duty Manager processes
Act as coach and mentor for the team to ensure our senior executive communications are crisp and clear
Serve as a regional escalation point of contact for the most highly visible customer incidents
Ensure the regional team is fully trained and ready to execute all functions of our playbooks through continuous training and drills, as part of the Corporate Wide Incident Response processes
Closely partner with Infrastructure, Engineering, Operations, Technical Support, Customer Success and Sales Leadership to continually drive iterative improvements to our playbooks, tools and processes.
BS or MS in Computer Science or related technical area
12+ years’ experience in Service or Operational leadership roles, supporting highly complex systems and customers, in a mission critical environment
Highly Collaborative leader with a Team First attitude
Outstanding Communication skills at the C-Level: Both Written and Verbal Communications
Proven Ability to lead within a global, remote 7x24 organisation
Deep experience leading and responding to complex critical incidents
Strong technical knowledge of complex systems, ideally in a multi-tenant, Cloud environment
Strong process orientation with experience developing efficient and repeatable escalation and incident management processes
Accomplished cross-functional Incident Management Leadership experience.
Executes with a high level of operational urgency, and proven ability to impart that to your team
Ability to maintain calm, and lead teams in the response to a critical situation
Executive level communication and collaboration skills
Deep technical knowledge of multi-tenant, Cloud systems and/or highly complex infrastructure.
If you have any questions about the role please email Chris Wood using firstname.lastname@example.org otherwise applications must be made directly to our careers pages using the links provided.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth provides incredible opportunities to grow a career at Salesforce. Together with our Ohana made up of our employees, customers, partners and communities, we are working to improve the state of the world.
Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. 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. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. We are the fastest growing of the top 10 enterprise software companies, the World's Most Innovative Company according to Forbes, and one of Fortune's 100 Best Companies to Work For six years running. The growth, innovation, and Aloha spirit of Salesforce are driven by our incredible employees who thrive on delivering success for our customers while also finding time to give back through our 1/1/1 model, which leverages 1% of our time, equity, and product to improve communities around the world. Salesforce is a team sport, and we play to win. Join us!