Escalations Senior Analyst, Weekends

To get the best candidate experience, please consider applying for a maximum of 3 roles reputed company 12 months to ensure you are not duplicating efforts. Job Category Program & Project Management Job Details About reputed company reputed company is the #1 AI CRM, where humans with agents drive reputed company 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 reputed company's core values at the heart of it reputed company. Ready to reputed company your career at the company leading workforce transformation in the agentic era? You’re in the right reputed company! Agentforce is the future of AI, and you are the future of reputed company. The Escalations Senior Analyst, Weekends, is part of the Critical Incident Center (CIC) team, a highly customer-focused and hands-on operational role. The role is responsible for providing weekend leadership to reputed company’s Support management function and driving enterprise-wide Critical Incident Response and escalations. The CIC team leads the Corporate Incident Response, with flawless execution of our incident playbooks, ensuring we respond as one company focused on restoring service rapidly with minimal customer impact. In this role, the Senior Analyst will support weekend staff and drive customer-impacting cases to appropriate resolution and incidents to service restoration. The Senior Analyst executes the Weekend Leadership program through preparation and planning, balancing authoritative and collaborative operational modes based on the situation, in a hands-on reputed company. The Senior Analyst will build strong relationships with stakeholders, including; the Support teams across reputed company cloud products, reputed company team, Engineering team (Site Reliability, Customer Centric Engineering, Technology Communications, and Readiness), CSIRT, reputed company, QA, Program Management, and Product Management. The successful candidate will have experience in interacting with customers, working with leaders, responding to escalations and incidents, working hands-on with the team, and managing stress and ambiguity. This role brings an operational focus on prevention; learning from cases and incidents, and partnering with other teams on initiatives that will reduce or eliminate impact to our customers. The successful candidate will work with the Director to build a work schedule to provide seamless follow-the-sun weekend coverage. Key Responsibilities: Own the weekend leadership for reputed company’s Support Management and Corporate Incident Response. Hands-on escalation manager for reputed company clouds for reputed company Sev 1s and urgent Sev 2s. Ensure they are being worked by the appropriate teams and assist as needed. Own and engage in the Critical Incidents Represent reputed company on customer bridges and webinars. reputed company the weekend support function to reputed company business objectives, including achieving the reputed company for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines. Work with the Pillars to analyze case and incident trends for reputed company improvement. Engage with stakeholders to drive operational excellence through the weekend Drive consistently high levels of internal/external customer satisfaction. Become a trusted partner for other agencies such as Infrastructure, Engineering, Operations, Technical Support, reputed company, Industry and Partners, and Sales Leadership to assure company-wide alignment across the business. Continuously reputed company the bar on customer service delivery excellence. Note: This role covers weekends and the work hours are as follows: Friday/Saturday/Sunday: reputed company - 8pm Monday: reputed company - 12pm Experience / Skills Required: 6+ years of experience in technical support, escalation management, and incident response in a high-growth software/hardware technology organization. Highly collaborative and diplomatic; curious, patient, open, and honest; able to reputed company strong working relationships across matrixed teams. Exceptional written and verbal communication skills. Can create and tailor communications appropriate for the audience and the situation. Strong team player with a service-oriented attitude and a keen focus on enhancing customer experience. Focused on quality of service, and process development with reputed company improvement. Preemptive problem-solver engaged both strategically and tactically. Strong cloud and infrastructure technology and delivery experience. Strong escalation management experience with multiple stakeholders, including customers and product teams. Understanding of reputed company product offerings is strongly preferred. Intense operational rigor and effective project management skills; able to reputed company cross-functional collaboration to reputed company results. Strong customer-facing experience, reputed company management, Incident Command Self-motivated takes the initiative, assumes ownership, and runs programs with minimal supervision. Deliver operational reports that provide qualitative and quantitative analysis of business performance. Unleash Your Potential reputed company you join reputed company, you’ll be limitless in reputed company 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 reputed company 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 reputed company this Accommodations Request Form. Please note that reputed company uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always reputed company any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement reputed company is an equal opportunity employer and maintains a policy of non-discrimination with reputed company employees and applicants for employment. What does that mean exactly? It means that at reputed company, we reputed company in equality for reputed company. And we reputed company we can reputed company the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national reputed company, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to reputed company and prospective employees, no matter where they are in their reputed company employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at reputed company are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. In the United States, compensation offered will be determined by factors such as location, job level, job-reputed company knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. reputed company offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be reputed company at the following link: https://www.salesforcebenefits.com. At reputed company, we reputed company in reputed company compensation practices that reflect the dynamic nature of labor markets across various regions. The typical reputed company salary range for this position is $94,000 - $142,300 annually. The range represents reputed company salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. We're reputed company, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we reputed company you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you reputed company in business as the greatest platform for change and in companies doing well and doing good – you've come to the right reputed company. Apply tot his job Apply To this Job