Critical Incident Manager, Technical Support

Job Listing No: 9740000

Critical Incident Manager, Technical Support

Dublin – Represents SFDC Technical Support as the initial single on-point contact for any confirmed or potential Sev-1 issues raised by any individual within the organization, and ensures interested parties and executives are alerted via an internal executive facing chatter group. Evaluates the severity of every incoming issue, ensures that Sev-1 issues are assigned by the appropriate manager with a case owner within specific SLOs, and that issues are fully handed off to the receiving manager. Works directly with customer as a management point of contact in certain circumstances to provide assurance and resources as needed. Addresses incoming escalations from executives and/or receptionists, and routes to the appropriate resource/teams. Ensures that global support, support operations, and IT are aware of any issues impacting day to day support processes. Handles any multi-customer issues by posting to a company-wide chatter group, ensuring resources are keeping customers updated, and pulls… – Permanent – Full-time

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