Incident Response Specialist

5 days ago

meerut, India beBeeCustomerSupport Full time

Incident Response SpecialistAt Atlassian, we're committed to delivering legendary customer support. Our Customer Support Services (CSS) team is a driving force behind this commitment, anticipating needs and empowering customers to unlock the full potential of our products.As an Incident Response Specialist, you'll play a critical role in ensuring seamless customer experiences during major incidents. Your expertise will help drive response efforts, technical coordination, and remediation while rallying cross-functional teams.Responsibilities:Evaluate impacts and deliver accurate situation reports to communicate effectively with internal stakeholders and customers.Manage incident communication proactively, offering timely and transparent updates through official Atlassian channels.Actively participate in post-incident reviews to identify opportunities for improvement and enhance the customer experience.Leverage data and insights to uncover incident root causes and assess customer impacts.Qualifications:Requirements12+ years experience leading incident response efforts with strong collaboration skills across diverse teams.7+ years experience in customer service or support roles in SaaS or technology companies, ideally with enterprise exposure.Experience working in 24/7 support environments with availability for on-call rotations, including weekends.Exceptional communication skills to engage clearly and empathetically with customers and internal stakeholders.

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