In this role we are seeking an Incident Communications Manager responsible for leading and coordinating communicationswith a strong understanding of cloud technologies who can assess operational incidents and planned activities identify customer impact and determine the clearest way to communicate 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 operations 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