Salesforce.com, Inc VP, Centralized Incident Response in Indianapolis, Indiana
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Products and Technology
Salesforce is looking for a Vice President to lead the Centralized Incident Response organization for one of the largest and most trusted cloud platforms globally.
The successful candidate will partner across the company, particularly with the site reliability engineering, infrastructure engineering, and product development teams, to lead incident management and define and implement new continuous learning processes. You will own the vision, drive alignment around that vision across the top technology executives, and be responsible for managing the team and budget that ultimately delivers it. You will drive incident management and support problem management and service ownership enablement for all Salesforce products, spanning our private cloud and Hyperforce public cloud infrastructure.
You will accomplish this by:
Building and leading a diverse, 24x7 geo-distributed, world-class organization, and being a role model for Salesforce values of Trust, Customer Success, Innovation, and Equality.
Closely partnering with executive leaders from Engineering, Operations, Technical Support, and Customer Success to ensure alignment across the business. This will require a "Product Management" mindset because of the need to reach out to customers and internal stakeholders, present and drive alignment around vision, create a clear long-range roadmap, etc.
Identifying trends and promoting solutions across multiple product areas by being an influencer.
Setting standards around frameworks, technologies, and processes to promote a consistent incident management approach across multiple types of services
Influencing through active listening and engagement at all levels of the organization
Driving transparency and decision making through the cross-cloud and cross-functional leadership team of your programs
What you’ll need to be successful:
A passion for incident management and learning from incidents
10+ years of experience in running enterprise-scale services in private and public cloud environments
Proven experience driving large scale organizational transformation, including diverse, international, and geo-distributed teams
Proven ability to collaborate across multiple teams and drive to success through influence
Strong communication, partnership, and management skills to lead and collaborate with engineering, DevOps, and product teams
Experience driving timely requirements into virtual teams across many parts of an organization, including monitoring, security, cost to serve, tooling, services
Prior success in fast-paced agile environments with mentoring and leading by example
Deep understanding of cloud technologies and the tradeoffs of developing applications that run in first-party data centers vs. in the public cloud
Ability to arbitrate technical discussions and make challenging calls
Experience in building an operational model for organizations/business units
Proven track record in bringing clarity to ambiguous situations
The ability to build strong relationships with peers, executives both internal and external and peers/professional organizations outside the company and customers.
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