▷ Urgent Escalation Manager, CSS

Job Description Working at Atlassian Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company. We're seeking a highly skilled Escalation Manager to drive strategic value, cross-functional alignment, and continuous improvement in our escalation management practices. You will set standards, lead process and cultural improvements, ensuring that our response to critical escalations is world-class, data-driven, and customer-centric. This role is pivotal in shaping how Atlassian manages high-impact incidents, partners across teams, and embeds resilience and learning into our operations. Key functions of this opportunity include: - Crisis Leadership & Stakeholder Management: Proactively own high-impact escalations, act with urgency and clarity, maintain trust, and foster a culture of accountability and composure across teams. - Cross-Functional Coordination & Communication: Design and optimize escalation processes, align diverse stakeholders, resolve conflicts, and lead clear, customer-centric communications-including executive briefings. - Tools, Automation & Analytics: Automate workflows, integrate tools, and leverage analytics to drive continuous process improvement and data-driven decisions. - Analytical Problem-Solving & Root Cause Analysis: Identify systemic risks, lead RCAs, connect incidents to broader themes, and mentor others in advanced problem-solving and data analysis. - Business Impact & Change Leadership: Assess and communicate business impact, align actions with priorities, and champion change and process improvements. - Governance, Continuous Improvement & Post-Incident Review: Define and audit escalation standards, lead post-incident reviews, embed best practices, and ensure organization-wide learning. Required Qualifications - 10+ years of experience in escalation management, incident management, technical support, or related fields, with at least 5 years directly managing customer escalations. - Proven track record of leading high-impact escalations and driving cross-functional initiatives. - Advanced proficiency with Jira, JSM, Opsgenie, JQL, BI dashboards, and analytics tools-or equivalent platforms such as ServiceNow or Salesforce. - Strong analytical and problem-solving skills, with hands-on experience in Root Cause Analysis methodologies (e.g., 5 Whys, Fishbone, Fault Tree Analysis). - Exceptional communication abilities, including delivering executive-level briefings and managing sensitive customer communications. - High emotional intelligence, with demonstrated expertise in stakeholder management within complex, matrixed organizations. Preferred Qualifications - Experience with AI/ML tools for incident analysis and automation. - Background in SaaS, cloud, or enterprise software environments. - Certification in incident or escalation management (e.g., ITIL,Six Sigma). - Track record of driving continuous improvement and prevention initiatives at scale. Benefits & Perks Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit . About Atlassian At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together. We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.