About GitHub

As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories.

Job Summary

GitHub is seeking a dynamic and passionate Incident Coordinator who is customer-focused and enjoys working in a fast-paced environment with an amazing team of Incident Coordinators. The primary responsibilities for an Incident Coordinator include leading the internal technical coordination for urgent issues that are impacting GitHub customers.

Key Responsibilities

• Incident Management: Lead Major Incident Management from initiation until conclusion or workaround in place.
• Training and Development: Coach colleagues throughout the Major Incident Process to ensure progress and communication.
• Customer Advocacy: Advocate for the customer, ensuring effective collaboration between all GitHub teams to make efficient progress.
• Process Improvement: Lead post-incident reviews to identify improvement opportunities.
• Knowledge Management: Take deliberate steps toward becoming an expert facilitator and negotiator to de-escalate tension and rapidly progress toward solutions.

Requirements

• Several years of experience in technical customer support, technical writing, system administration, or related roles.
• ITIL V3 certified or later.
• Fluent English speaking skills (reading & writing).
• Experience managing critical incidents with high levels of responsibility and ownership.

Preferred Qualifications

• Experience partnering with product and engineering teams, public relations and communications professionals, account teams, and security incident response teams.
• Experience working with the Linux CLI.
• Experience working with the GitHub platform.
• Experience providing direct customer-facing support.
• Experience working in a fully remote environment.

GitHub Values

• Customer-obsessed.
• Ship to learn.
• Growth mindset.
• Own the outcome.
• Better together.
• Diverse and inclusive.

Manager Fundamentals

• Model.
• Coach.
• Care.

Leadership Principles

• Create clarity.
• Generate energy.
• Deliver success.

---