Company Careers ·
full-timeEscalation Senior Analyst
Salesforce · India - Hyderabad
Salesforce is a global leader in AI-driven customer relationship management software. As an Escalation Senior Analyst in the Critical Incident Center, you will function as a Case Commander responsible for managing Severity 1 incidents, which involve critical service or business disruptions for customers. Your day-to-day responsibilities include triaging incoming high-priority cases, orchestrating cross-functional collaboration between engineering, support, and customer success teams, and leading internal bridge calls to drive rapid service restoration. You will be tasked with maintaining clear communication channels with stakeholders, providing timely updates, and ensuring adherence to incident management protocols. This role requires the ability to remain calm and decisive under pressure while managing complex technical escalations. It is well-suited for experienced professionals with a background in incident management, technical support, or operations who possess strong communication skills and the ability to coordinate diverse teams to resolve high-stakes technical issues effectively.
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 Category Operations Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success 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 Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. CIC Sev1 Case Commander — Job Summary The CIC Sev1 Case Commander leads Salesforce's Critical Incident Center response to Severity 1 (Sev1) cases — critical events where a customer faces a major service or business disruption. The role sits within the Incident Management System (IMS) framework, which provides structured, efficient service restoration through clear roles, consistent commitment, and regular updates. Core Responsibilities Engagement & Triage: Accept Sev1 cases via OmniChannel, introduce themselves in the case's Slack channel, join the customer bridge (for Signature customers), clarify the reported issue, and validate business impact to determine CIC engagement. Coordination: Orchestrate cooperation across support, engineering, CSMs, and other resolver teams. Check for Strategic/GTA150 account status and invoke the Critical Business Impact Alert workflow when warranted. Assess whether a case may be a multi-customer incident (MCI). Command & Escalation: Lead the internal bridge to drive the Salesforce response; engage PagerDuty for Engineering/TMP/CCE support as needed; escalate to CIR (with EVP-level approval) or hand off to DET/BT incident commanders when appropriate. Communication: Deliver clear, timely updates to customers and internal teams on a defined cadence — including SCI postings, Quip docs, and Slack canvases for live tracking and handovers. Resolution & Closure: Drive the case to resolution, confirm customer is out of impact (OOI), post the Final SCI update, and disengage in OrgCS with the correct sub-status (e.g., Resolved, Root cause/Workaround provided, MCI, Pending, etc.). Bandwidth Management: Maintain active OmniChannel presence; log capacity constraints; decline/delay assignments when needed, flagging "Bandwidth" in case notes. What Success Looks Like Earning customer trust through transparent, empathetic communication; rapid, standardized incident resolution; and continuous improvement of the Sev1 response process — per the full CIC Sev1 Case Commander Playbook. Unleash Your Potential When you join Salesforce, you’ll be limitless in all 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 all 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 via this Accommodations Request Form . Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make 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 Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead 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 origin, 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 current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in
| Role | Escalation Senior Analyst |
|---|---|
| Company | Salesforce |
| Location | India - Hyderabad |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-07 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Escalation Senior Analyst at Salesforce: frequently asked questions
- What is the salary for this role?
- Salesforce has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Escalation Senior Analyst position remote, hybrid or onsite?
- The listing gives India - Hyderabad as the location and does not state a work mode.
- What is the application deadline?
- Salesforce has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Escalation Senior Analyst role?
- Use the Apply button on this page. It opens the original listing on salesforce.wd12.myworkdayjobs.com, where you submit your application with the company.
More at Salesforce
Other jobs at Salesforce
- Technical Architect- Salesforce Devops · India - Bangalore
- Credit & Collections Analyst · Indiana - Indianapolis
- Software Engineering, LMTS (backend + Infra) · India - Bangalore
- Business Strategy Director (financial Services, Healthcare & Life Sciences) · Indiana - Remote
- Customer Success Manager-(tableau Exp Mandatory)-amer Shift · India - Hyderabad
Explore Related Placements
// similar opportunities
You might also like
Senior Tax Analyst
Salesforce
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 Category...
Senior GRC Analyst
Roblox
Every day, tens of millions of people come to Roblox to explore, create, play, learn, and connect with friends in 3D immersive digital experiences– all created ...
Senior Analyst, Global Incentive Compensation Operations
Salesforce
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 Category...
Senior Sales Compensation Analyst
Cloudflare
About Us At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of ...
Senior Systems Analyst
Mastercard
Our Purpose Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build a sust...
Sales Compensation Associate Analyst
Salesforce
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 Category...