Critical Incident Center, Manager

Salesforce

. Serve as a Unified Commander leading responses to Salesforce's most critical and complex incidents .

Posted 10/9/2026full-timeIndianapolis • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident command and project management, with a strong focus on customer impact and executive communication. Proven ability to lead cross-functional teams in high-pressure environments while maintaining situational awareness and driving decision-making.

Highest-signal resume keywords

Incident Command LeadershipProject ManagementCritical ThinkingExecutive CommunicationCustomer-First Mindset

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Incident ManagementOperational Event LeadershipProject ManagementComputer Science DegreeSoftware Engineering DegreeInformation Technology DegreeTechnical Coordination

Soft Skills

Strong Communication SkillsDecision-MakingOrganizational SkillsInfluencing Without AuthorityAgility in Changing Environments

Industry Keywords

High-Severity IncidentsCustomer ImpactSecurity Incident CoordinationCross-Functional Team LeadershipSituational Awareness

About the role

Key responsibilities & impact

Serve as a Unified Commander leading responses to Salesforce's most critical and complex incidents
Command incident bridges and coordinate multiple teams toward rapid resolution
Keep customer impact central to decision-making and provide timely, meaningful updates
Align executive, internal, and customer-facing communications
Partner with Security teams during security incidents
Identify priorities, remove roadblocks, and facilitate multiple response efforts
Engage directly with senior and C-level executives to provide clarity and drive decisions
Project manage high-priority, ad hoc initiatives focused on critical business issues and business outcomes

Requirements

What you’ll need

Bachelor's degree in Computer Science, Software Engineering, Information Technology, or a related field (or equivalent practical experience)
6+ years of experience commanding critical incident bridges or leading complex, high-severity operational events
Ability to coordinate multiple teams and workstreams in high-pressure environments
Strong critical thinking and decision-making skills
Exceptional organization and ability to maintain situational awareness across complex, rapidly changing events
Strong written and verbal communication skills, including communication with executives
Proven customer-first mindset
Ability to influence and lead without direct authority across diverse technical and business organizations
Comfortable operating with ambiguity and making sound decisions with incomplete information
Flexible, agile mindset with ability to change priorities and plans
Ability to work in the United States locations specified for the role

Benefits

Comp & perks

Time off programs
Medical insurance
Dental insurance
Vision insurance
Mental health support
Paid parental leave
Life insurance
Disability insurance
401(k)
Employee stock purchasing program
Incentive compensation, equity, and benefits may be available for certain roles