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GovCloud Incident Response (GIR) maintains the current infrastructure with daily alert response, smart hands, and incident management; including retrospectives and following up on long-term remediations.

Role Description:

Keep the customer-facing services available at top performance by maintaining the constant health of the supporting systems
Incident management - Act in key support roles during major incidents e.g. Sev0, Sev1. Also, participate in the technical review of the incident for problem management
Problem Management - populate and participate in RCAs and hand them off to the Global Solutions team
Ensuring that work carried out by the Site Reliability team is performed in such a way as to stay in sync with the company’s internal compliance policy and directives
Passionate about solving technical issues and customer concerns with other technical staff as the need arises
Work with and lead other members of the team in staying on top of key industry innovation and technology, and assist in team development growth

Basic Requirements:

Systems engineering experience in enterprise scale internet service engineering or support role
Expertise in TCP/IP related technologies (networking protocols, network programming, etc.)
Expertise in CLI enterprise support of Unix variants (Linux/Solaris/BSD) as well as strong Linux/UNIX knowledge with significant exposure to Red Hat Enterprise Linux and Solaris
Strong understanding of monitoring security systems and administration
Strong Communication skills (Written and Oral)
Past experience in Incident Management and good understanding of ITIL service operations
Willingness to work in a 24/7 team managing large data centers
Be available for shift work and being on call if required
Experience provisioning, operating, and running AWS/C2S based infrastructure and systems
Understand and have experience with writing scripts in Python, Go, or other languages

Preferred Qualifications:

Prior Chef/Puppet or automated deployment experience
Prior Jenkins/Bamboo/Spinnaker pipeline execution experience
Experience in supporting and maintaining a monitoring and alert systems
Experience in supporting and maintaining Java applications
Hands on experience configuring and running AWS (Amazon Web Services), using the CLI/SDKs
Certifications in Linux+, RedHat and AWS
Experience in supporting and leading Kubernetes based applications and services
Familiar with Agile Process and DevOps
Experience taking part in blameless retrospectives, learning from incidents, and conducting post-incident investigations, including incident analysis as well as performance evaluations of responders
Working knowledge of and interest in resilience engineering including concepts such as safety II and looking at how things go right instead of how things go wrong, being proactive instead of reactive, and investigating complex sociotechnical systems

"Must be a U.S. Citizen operating on U.S. Soil with ability to meet customer and government screening standards applicable to this role, including a Criminal Justice Information Services screening with fingerprint scan. Due to the citizenship requirement for this role, which supports U.S. federal, state, and/or local government customers, citizenship will be verified through two of the following REAL ID Act documents: U.S. Passport, Passport Card, REAL Driver’s License, Global Entry Card, U.S. Government CAC/PIV."

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Salesforce welcomes all.

For Colorado-based roles, the base salary hiring range for this position is $114,200 to $157,100.

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, benefits. More details about our company benefits can be found at the following link: https://www.salesforcebenefits.com.