Customer Incident Manager
Core
Orchestrating major and minor incidents from the customer's perspective to ensure minimal disruption and clarity during crises.
Role type
Senior Customer Incident Manager
Builds
Incident management processes, registers, and cross-functional response coordination
Domain
SaaS / Customer Operations
Required skills
Incident management, stakeholder management, cross-functional coordination, post-incident review, crisis response, process improvement
Preferred skills
Project leadership, autonomous decision-making, rapid solution testing
Responsibilities
Managing customer-facing communications during incidents, coordinating cross-functional teams for short-term fixes and long-term solutions, building incident management processes and registers, conducting post-incident reviews and recommendations
Seniority
Senior, hands-on IC
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