Escalation Senior Analyst

Description

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.