Customer Incident Manager
Core
Orchestrates major and minor incidents from the customer's perspective, balancing immediate crisis response with strategic problem-solving to minimize disruption and ensure clarity.
Role type
Senior Customer Incident Manager
Builds
Incident management processes, incident registers, and cross-functional coordination mechanisms
Domain
SaaS / Customer Operations / Incident Response
Deliverable
client delivery
Required skills
incident management, stakeholder management, cross-functional coordination, post-incident review, process improvement, crisis response, project leadership
Preferred skills
building relationships, influencing across levels, autonomous work, rapid solution testing
Technologies
incident management systems, incident registers
Responsibilities
Building and refining incident management processes and registers; Managing customer-facing communications during incidents; Coordinating cross-functional teams for short-term fixes and long-term solutions; Conducting post-incident reviews and recommendations
Seniority
Senior, hands-on IC
