Senior Specialist, Critical Incident Communications

Take complex technical issues and concepts during critical incidents and translate them into “business-speak” quickly and efficiently. Consolidate information from different sources (engineering and support) and write appropriate updates for different audiences, including customers (external Trust site), executives (internal summaries), and customer-facing (internal with greater detail), ensuring stakeholders are kept informed during incidents and always have the most up-to-date information. Develop trusted partnerships and collaborate throughout the Salesforce enterprise to build good working relationships across all functions and alignment across the business.

Help build strategies and action plans that enable customers for success. Ensure Incident Response readiness through training sessions, periodic incident response simulations, tests, and drills. Be part of an occasional on-call rotation for crisis communications to develop customer-facing materials to address unplanned incidents and events that impact customers’ ability to use the Salesforce service.

Requirements

• 4-8 years of experience in areas of incident management, crisis communications, or technical writing
• Exceptional writing, editing, and verbal communication skills
• Excellent analytical and problem-solving skills
• Understanding and experience in cloud infrastructure and platforms, such as AWS and GCP
• Ability to learn and deeply understand technical information and concepts, especially as it relates to database architecture, security, networks, and customer relationship management principles
• Comfortable working in a fast-paced environment, in sometimes high-pressure or stressful situations, while successfully handling multiple priorities
• Ability to synthesize technical and non-technical details from different teams and determine which information is most relevant for different audiences
• Experience working with customers, executives, and customer-facing teams, with the ability to lead without direct authority
• Excruciating attention to detail, a commitment to quality, and dogged perseverance to meet deadlines
• Collaborative team player who doesn’t just say ‘no, we can t do this’, but approaches challenges in a way to meets the needs of others
• Accommodation of an on-call schedule for technology crisis communications, where some weekend and holiday on-call work can be required

Core Competencies

Demonstrates expertise in incident management and crisis communications, with a strong ability to translate complex technical concepts into clear, actionable information for diverse audiences. Proficient in cloud infrastructure, particularly AWS and GCP, while maintaining exceptional writing and analytical skills.

Highest-signal resume keywords

• Incident Management
• Crisis Communications
• Technical Writing
• Cloud Infrastructure (AWS, GCP)
• Analytical Problem-Solving

ATS Optimization Keywords

Hard Skills

• Incident Management
• Crisis Communications
• Technical Writing
• Cloud Infrastructure
• Database Architecture
• Security
• Networks
• Customer Relationship Management
• Analytical Skills
• Problem-Solving

Soft Skills

• Exceptional Writing
• Verbal Communication
• Attention to Detail
• Collaboration
• Perseverance

Industry Keywords

• Cloud Platforms
• AWS
• GCP
• Crisis Management
• Stakeholder Communication
• Incident Response
• Customer Engagement
• Fast-Paced Environment
• On-Call Schedule
• Training Sessions