Network Operations Associate

**Job Category **:Products and Technology

**Job Details**:
Business Technology connects people and technology to transform the future of work at Salesforce. Guided by our core values of Trust, Customer Success, Equality, Innovation, and Sustainability, we deliver business outcomes that fuel growth, drive competitive advantage, and empower our employees and customers globally. BT’s scope stretches beyond traditional IT: We are also strategic partners, advocating for the best outcomes for our customers, always innovating, and helping to shape the future of work.

The Business Technology Site Reliability Operations (BT SRO) Incident Management Engineer, is a customer-focused and operational engineer responsible for world-class major incident management. As a BT SRO team member, the Incident Management Engineer has a strong incident management background with deep experience leading internal rapid response to complex Incidents. In addition to communications, the individual has solid technical writing skills. This responsibility includes collaborating and partnering with the BT organizations to drive action and grow relationships. The BT SRO Incident Management Engineer is both technically competent and business-oriented.

**Guiding Values**
- Trust - Dedicated liaison for BT SRO and our Business Partners to grow relationships and create better engagement
- Stakeholders Success - Maturing our organization through improved and consistent communications during high severity incidents, which align with our corporate communications strategy
- Scale - When the individual isn’t contributing to major incidents, they’re focused on improving our Incident Management processes e.g. Playbooks, SOPs, templates, documentation, table top exercises etc..

**Responsibilities**
- Accountable for driving major incident response and minimizing service downtime.
- Drive improvements to our incident and operational playbooks.
- Guide other members of the team and train them for handling escalated issues.
- Seek opportunities to reduce Incident impact duration by creating SOPs(Standard Operating Procedures)
- Occasionally available on-call as Duty Manager(Incident Commander) to lead high severity incidents.
- Collaborate with Site Reliability, Service Management and Service Delivery teams
- Drive key KPI metrics and come up with actionable tasks to increase team performance
- Drive Automation initiatives for repetitive manual tasks and processes
- Own the communication lifecycle for BT SRO by building strategies, deploying communication templates, tracking the effectiveness, and managing reviews and approvals

**Qualifications**
- Experience in handling an incident or crisis communications role
- Excellent listening, verbal and written communication skills
- Ability to manage high severity incidents by establishing impact, evaluate resolution scenarios, make decisions based on inputs from Subject Matter Experts, and formulate impact on both technical and business language
- Proven track record at performing well in a fast-paced dynamic environment by working with tight deadlines and changing priorities; is flexible and resilient
- ITILv4 Certification
- Experience working with a collaborative high performing global team

**Desirable Skills**
- Any of the following industry certifications: RHCE, CCNA, MCSA, any AWS Associate level certification is a plus
- Experience with Excel or Google Sheets
- Self-starter with an outstanding ability to problem-solve, influence others, and manage relationships
- Experience using Salesforce and Slack is a plus
- Experience in technical communications is a plus
- Creative, versatile, and strategic thinker who can independently generate and execute innovative ideas
- Capable of studying data and trends to identify opportunities for growth and scalability

**Business Unit**:CIO

**Accommodations**:
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