Weekend Senior Manager, Escalations
On-site · Hyderabad, Telangana, India
Job Summary
Lead a weekend APAC Escalations team within Salesforce's Critical Incident Center to drive Sev-1 escalations across all Salesforce clouds. Manage a team of Weekend Escalation Managers and ICs, guiding incident command during active Sev-1s and joining customer bridges as required. Oversee performance objectives, staffing, and cross-functional collaboration with Technology & Products, Support, Sales, Consulting, CSM, QA, Program Management, and Product Management. Requires extensive technical support leadership in cloud/software environments, with strong communication skills and a proven ability to coach and develop talent. The role operates on a Friday–Monday, 12-hour shift window (5:30 AM – 5:30 PM IST) as part of Salesforce's 24x7 Support Hub, with flexibility to adjust based on business needs. Knowledge of Salesforce Core or Marketing Cloud and experience with prevention and self-help initiatives is strongly preferred.
Required Qualifications
- Minimum of a Bachelor's degree
- Minimum of 10+ years leading technical support or incident command related professionals in a cloud or software environment
- Demonstrated people leadership experience including performance management, coaching, and talent development of ICs and Managers
- Excellent written and verbal communication skills with the ability to tailor messaging from frontline engineers to C-suite executives
- Ability to coordinate with Support, Sales, Consulting, CSM, QA, Program Management, and Product Management
- Functional or technical Salesforce application knowledge; understanding customer implementation of Salesforce technologies and driving the team to predict and prevent issues
- Strong analytical mindset and operational skills; develop creative solutions for complex problems
- Ability to attract, hire, and retain high-performing support professionals
- Ability to work in a fast-paced, matrixed global environment
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