Incident manager utilizes his/her technical experience and resourcefulness to lead urgent customer situations to conclusion. Responsible for managing frequent, high-quality updates to all internal and external stakeholders. The incident manager will advocate with engineering and leadership on behalf of their customers, and will ensure that escalations are handled with the appropriate level of urgency from stakeholders.
Drive critical customer escalations or widespread outages to conclusion and resolution. Escalate to on-call resources in support and engineering and establish checkpoint calls and action items to ensure that progress is made and status updates are delivered on time.
Demonstrate cross-functional leadership while establishing ownership of escalations and outages.
Compile and deliver frequent high-quality communication to internal and external stakeholders including ex