Incident Communications Manager
Core
Oversee external and internal communications during Major Incidents and Severity 1 issues for an AI-powered experience orchestration platform.
Role type
Incident Communications Manager
Builds
AI-powered experience orchestration platform connecting people, systems, data, and AI
Domain
Enterprise SaaS / Customer Experience / Cloud Infrastructure
Deliverable
client delivery
Required skills
major incident management, public cloud environments (AWS/Azure/GCP), stakeholder communication, escalation management, trend analysis, process improvement
Preferred skills
cross-functional leadership, innovation, creative problem solving
Technologies
AWS, Azure, GCP
Responsibilities
Manage customer and internal stakeholder communications for incidents 24/7; coordinate with Incident Management to determine impact and select communication strategy; address critical escalations from executives or key customers; assign and monitor escalations to resolution specialists; analyze escalations to identify trends and build action plans; contribute to post-incident reviews and Root Cause Analysis reports; improve operational workflows through automation and process enhancements
Seniority
Mid-Senior, hands-on IC