Incident Response Specialist
1 week ago
Job Title: Reliability Specialist
DescriptionWe are seeking a highly skilled reliability specialist to join our team. The ideal candidate will have expertise in incident response, strategic decision-making, and effective communication.
Key Responsibilities- Lead incident response efforts, coordinating across diverse teams to ensure timely and accurate communication with internal and external stakeholders.
- Evaluate impacts, deliver situation reports, and build communication bridges to resolve incidents.
- Proactively manage incident communication, offering timely and transparent updates through official channels.
- Participate in post-incident reviews, driving actionable improvements to enhance the customer experience during incidents.
- Leverage data and insights to uncover root causes and assess customer impacts.
- 7+ years of experience leading incident response efforts, collaborating across diverse teams, and driving incidents to resolution.
- 5+ years of experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers.
- Experience working in 24/7 support environments, with availability to participate in on-call rotations, including weekends.
- Exceptional communication skills, with the ability to communicate clearly and empathetically with both customers and internal stakeholders.
This role offers a unique opportunity to make a significant impact on our customers' experiences during incidents. As a reliability specialist, you will be part of a dynamic team that prioritizes collaboration, continuous learning, and improvement.
Continuous Improvement- Cultivate a culture of continuous learning and improvement within the team, sharing best practices and mentoring others.
- Develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials.
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