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Job Category
Operations
Job Details

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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, productive service restoration through explicit 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

📌 Escalation Manager Hyderabad
🏢 salesforce
📍 Hyderabad