Manage customer and internal stakeholder communications throughout incidents, ensuring updates are accurate, timely, and consistent across all communication channels.
Collaborate with the Incident Management team and Product Support to assess incident impact and determine appropriate communication strategies.
Handle critical escalations from executives or key customers, coordinating prompt responses that maintain trust and transparency.
Participate in post-incident reviews and contribute to Root Cause Analysis (RCA) reports shared with customers and internal teams.
Recommend and implement improvements to operational workflows through process enhancements, automation, and system refinements.
Support weekend or on-call coverage as required for major incidents.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
Three to five years of experience managing major incidents in public cloud environments (AWS, Azure, or GCP preferred).
Strong analytical and problem-solving skills with the ability to make sound decisions under pressure.
Exceptional written and verbal communication skills with a customer-centric approach.
Proactive and self-driven, with the ability to take ownership of critical situations.
Innovative thinker who can identify opportunities to improve incident communication processes.
Strong leadership and collaboration skills to coordinate effectively across departments and functions.

Benefits

Medical, Dental, and Vision Insurance.
Telehealth coverage
Flexible work schedules and work from home opportunities
Development and career growth opportunities
Open Time Off in addition to 10 paid holidays
401(k) matching program
Adoption Assistance
Fertility treatments

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementroot cause analysisprocess enhancementsautomationpublic cloud environmentsAWSAzureGCP

Soft Skills

analytical skillsproblem-solving skillswritten communicationverbal communicationcustomer-centric approachproactiveself-drivenownershipleadershipcollaboration

Certifications

Bachelor’s degree in Computer ScienceBachelor’s degree in Information Systems