Description
Digital Enterprise Technology (DET) 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. DET is Customer Zero — the best example of Salesforce products delivered globally, at scale, sustainably.
About the Role
As an Analyst Site Reliability Operations Engineer, you'll be part of our internal DET Site Reliability Operations team supporting employees globally. This is a great opportunity for someone early in their IT career to gain hands-on experience in incident management, problem management, and enterprise operations within a fast-paced, high-availability environment. You'll work alongside a team of experienced engineers who will support your growth.
Responsibilities
* Lead incident response for high-severity incidents affecting internal business operations, acting as Incident Commander — establishing impact, coordinating Subject Matter Experts, making decisions under pressure, and driving resolution.
* Monitor enterprise systems including infrastructure, applications, and network components. Escalate anomalies and potential issues to senior team members before they impact users.
* Maintain clear and timely incident communications, including status updates for technical teams and stakeholders. Able to translate technical details into business-friendly language for leadership and the wider business.
* Actively participate in problem management activities — help investigate recurring incidents, document root cause analyses, and track known errors to support long-term resolution efforts.
* Follow and contribute to incident management processes including playbooks and SOPs. Identify opportunities to improve documentation and drive process improvements.
* Support coordination of changes and infrastructure updates during incident resolution. Work with cross-functional teams to maintain business continuity.
* Assist with the analysis of incident data and KPI metrics to identify trends and patterns. Contribute to post-incident reviews and drive action items through to completion.
* Participate in on-call rotation as part of regional coverage.
Required Experience
* 3–5 years in IT operations, service desk, or a related technical support role in a 24x7 high-availability environment.
* Demonstrated ability to lead high-severity incidents as Incident Commander — establishing impact, evaluating resolution scenarios, making decisions based on inputs from Subject Matter Experts, and communicating outcomes in both technical and business language.
* Strong written and verbal communication skills. Able to communicate complex technical information clearly to peers, stakeholders, and leadership.
* Good technical troubleshooting ability across Windows and/or Linux environments, common enterprise applications, and monitoring/logging tools.
* Solid understanding of ITSM concepts including incident, problem, and change management. ITIL Foundation certification (or willingness to obtain) preferred.
* Demonstrated experience in problem management, including investigation of recurring incidents, comprehensive root cause analysis documentation.
Nice to Have
* Exposure to cloud platforms (e.g. AWS, Azure, GCP) or cloud fundamentals certifications.
* Experience with monitoring or logging tools such as New Relic, Splunk, or Grafana.
* Salesforce platform experience or certifications.
* Basic scripting knowledge in Python, Bash, or PowerShell.
* BS in Computer Science, Information Technology, or equivalent practical experience.