Senior Incident Communications Manager
In this role, we are seeking an Incident Communications Manager responsible for leading and coordinating communications with a strong understanding of cloud technologies who can assess operational incidents and planned activities, identify customer impact, and determine the clearest way to communicate it. In addition to day-to-day communications, this role partners with software development teams to improve tooling, processes, and content.
Qualifications
Career Level - IC3
Responsibilities
Communications
Lead communications to customers, development teams, and operation’s leadership for planned and unplanned events.
Work effectively under pressure, translating technical details into clear customer-facing communications with the right level of detail.
Understand complex maintenance and change activities and develop an overarching communication plan and strategy.
Use key performance measures to validate communication performance and service health, including:
Communication speed , quality and accuracy.
Customer satisfaction with the communications provided
Prepare customer-facing root cause analysis (RCA) documents that explain the technical issues that caused an unplanned outage.
Incident management
Work closely with incident management and product engineering teams to quickly identify customer impact: who was affected, how they were affected, and when.
Manage multiple incident communication streams simultaneously.
Requirements
Exceptional written and verbal communication skills, with meticulous attention to detail.
Broad knowledge of cloud infrastructure and related technologies, including servers, compute, storage, networking, authentication, and databases. A cloud certification is a plus.
Self-starter, motivated, organized, attention to details would be highly valued.
Ability to manage multiple tasks in a fast-paced, ever-changing environment.
Ability to participate in an on-call rotation shared across all team members.
Ability to work weekend shifts in exchange for other days off during the week while maintaining a five-day workweek.
6+ years of experience in operations, incident management, or reactive technical communications is preferred.
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