Critical Incident Communications, Manager
Core
Manage communications for critical technical incidents, translating complex issues into clear updates for customers, executives, and internal stakeholders during service disruptions and security events.
Role type
Manager, Critical Incident Communications
Builds
Incident response communication strategies, customer-facing updates, and internal executive summaries for unplanned service disruptions.
Domain
SaaS / Cloud Infrastructure / Crisis Communications
Deliverable
Dashboards & analysis
Required skills
Incident management, crisis communications, technical writing, cloud infrastructure knowledge (AWS/GCP), stakeholder management, strategic planning, training facilitation, simulation design
Preferred skills
Salesforce platform experience, project management, change management
Technologies
AWS, GCP, Salesforce
Responsibilities
Translate complex technical issues into business language for various audiences; consolidate information from engineering and support to write timely updates; develop trusted partnerships across the enterprise; build strategies and action plans for customer success; ensure incident response readiness through training and simulations; participate in on-call rotations for crisis communications.
Seniority
Manager, hands-on IC
