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.

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.

Career Level - IC3