Incident Management Engineer - (SRE)

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 CategoryProducts and TechnologyJob DetailsPLEASE NOTE: Qualification for this job is contingent upon acceptable results from a background investigation as well as your obtaining and maintaining the specific level U.S. government background investigation required for this roleThe GovCloud Incident Response Team is an experienced team of incident commanders whose primary responsibility is ensuring the success of incident response at Salesforce. We strive to mitigate severe incidents undermining the success of our customers and partners with maximum efficiency and are searching for strong engineers to join the Salesforce team.Successful incident response is part of a broader cycle that evaluates opportunities for improving how we prepare for, respond to, and learn from incidents. GIR reflects this through direct participation in improvements to Salesforce's reliability strategy. We endeavor to preserve availability for our customers, participating in a closed loop wherein insights are continuously collected and relevant action is taken.The Incident Management Engineer leads critical incident response efforts across many technical domains. This role involves partnering with the entire organization to drive action for incident resolution and fostering learning from incidents to implement future analysis, resilience, and reliability engineering efforts. As a member of Salesforce’s GovCloud Incident Response team, the Incident Management Engineer is customer-focused, technically competent, and business-oriented.Role Description:Provide expert execution of the incident command process, including running and managing high severity incident bridges and driving clear communication that promotes maximum levels of internal and external customer satisfactionCollaborate with an array of technical partners and executives to drive resolution during incidents and improve overall response for future incidentsIdentify, advocate for, plan, and organize new projects and collaboration opportunities that will improve the success of Salesforce’s incident response within Engineering and across other organizationsParticipate in a closed-loop post-incident learning process driving insights and relevant actionLead enterprise-wide game day exercises and drills to prepare for and ensure efficient incident responseProvide 24/7 smarthands production support for non-cleared technical staffPush the boundaries of innovation in incident management through thought leadership, building a brand of best-in-class incident managementPassionate about solving technical issues and customer concerns with other technical staff as requiredWork with and lead other members of the team in staying on top of key industry innovation and technology, and assist in team development growthHelp create and improve current processes to reduce operations and engineering toilBasic Requirements:U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship. You agree to complete a Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government or other clearances as deemed appropriate for the roleA related technical degree required7 or more years technical experience in a large enterprise or SaaS environment, handling highly complex issues at scale2 - 3 years managing, coordinating, and ensuring resolution of major incidentsExperience responding to and leading complex incident response in a 24/7/365 environmentEnthusiasm for incident management theory and frameworks (ICS/NIMS etc.)Expertise in managing enterprise-level executive critical issues, including managing, prioritizing, and delegating multiple escalations and swimlanes at onceExperience demonstrating strong leadership skills during periods of significant business impact, remaining calm and professional during high-pressure situationsOutstanding verbal and written communication skills with the ability to convey information in a meaningful way to both engineers and executive-level management, during and outside of incidentsAdaptable to a wide variety of technologies and able to adjust incident management and troubleshooting activities in novel environmentsExpertise in TCP/IP related technologies (networking protocols, network programming, etc.)Expertise in CLI enterprise support of Unix variants (Linux/Solaris/BSD) as well as strong Linux/UNIX knowledge with significant exposure to Red Hat Enterprise Linux and SolarisExperience provisioning, operating, and running AWS/C2S based infrastructure and systemsUnderstand and have experience with writing scripts in Python, Go, or other languagesExperience working in a 24/7 team managing large data centersShift work is required; including nights, holidays and weekends, but the alternative schedule is fantastic!Preferred Qualifications:Customer-centric demeanor and focus on providing best-in-class service for customers and stakeholdersThree or more years in a Site Reliability Engineering or equivalent Production Engineering functionExperience taking part in blameless retrospectives, learning from incidents, and conducting post-incident investigations, including incident analysis as well as performance evaluations of respondersWorking knowledge of and interest in resilience engineering including concepts such as safety II and looking at how things go right instead of how things go wrong, being proactive instead of reactive, and investigating complex socio-technical systemsExcellent project management skills, including demonstrated ability to manage projects across teams where influencing skills are requiredPrevious experience directing and improving the benefits of collaborating with global teamsPrior Chef/Puppet or automated deployment experiencePrior Jenkins/Bamboo/Spinnaker pipeline execution experienceExperience in supporting and leading Kubernetes based applications and servicesFamiliar with Agile Process and DevOpsThis candidate must be a U.S. citizen (U.S. born or naturalized) who does not hold dual citizenship and agrees to complete a U.S. federal government Minimum Background Investigation (MBI) for a Moderate Public Trust position with the U.S. federal government or other clearances as deemed appropriate for the role.Company OverviewAt Salesforce, we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.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. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesfore.com or Salesforce.org.Salesforce welcomes all.AccommodationsIf you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.Posting StatementAt Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits.Salesforce, Inc. 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. Salesforce, Inc. and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce, Inc. and Salesforce.org will not pay any third-party agency or company that does not have a signed agreement with Salesforce, Inc. or Salesforce.org.Salesforce welcomes all.