Reliability and Security Specialist

2 weeks ago

nashik, India beBeeCustomerCentric Full time

Imagine yourself as a critical member of our CSS Incident Management Team. As an Incident Manager, you will be responsible for delivering exceptional support experiences during customer-facing incidents. You will coordinate across diverse teams, ensuring timely, clear, and accurate communication with both internal and external stakeholders.This dynamic role focuses on anticipating needs, building lasting relationships, and empowering customers to unlock the full potential of our products. You will be the driving force behind legendary support that delights customers and deepens their loyalty to our brand.The ideal candidate will bring expertise in command and control incident frameworks, strategic decision-making, effective communication, and a strong customer-centric mindset. You will have the ability to work autonomously and collaboratively in distributed, fast-paced environments.Responsibilities:Incident Management and Communication:Lead the charge in response efforts, technical coordination and remediation, and rallying cross-functional teams (Engineering, Support, Product, Legal, etc.).Evaluate impacts, deliver accurate situation reports, and build communication bridges to quickly resolve incidents.Manage incident communication proactively, offering timely and transparent updates through official channels (Status Page, case-related notifications, and proactive outreach to customers).Actively participate in post-incident reviews (PIRs), driving actionable improvements to improve the customer experience when incidents occur.Leverage data and insights to uncover incident root causes and assess customer impacts.Maintain open and effective communication with internal stakeholders, providing updates and managing expectations throughout the incident lifecycle.Collaboration and Continuous Improvement :Collaborate with cross-functional teams, including Product, Support, Engineering, Legal, to identify opportunities to drive improvements in incident management processes, tools, documentation, and metrics.Cultivate a culture of continuous learning and improvement within the CSS incident management team, sharing best practices and mentoring others across the organization.Develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials.

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