Incident Response Specialist

1 week ago

tiruppur, India beBeeCustomerSupport Full time

Incident Management ProfessionalWork as a key player in delivering exceptional customer support experiences during high-priority incidents by coordinating cross-functional teams and ensuring timely, clear, and accurate communication with both internal and external stakeholders.This role involves adopting a proactive approach to evaluate impacts, deliver situation reports, and build bridges to quickly resolve incidents. Effective communication is paramount, offering timely and transparent updates through official channels.Lead the response efforts for customer-facing reliability and security incidents, rallying cross-functional teams (Engineering, Support, Product, Legal, etc.).Act as a single point of contact for customers, managing expectations and communicating clearly throughout the incident lifecycle.Maintain open and effective communication with internal stakeholders, providing updates and ensuring transparency.Our ideal candidate has 12+ years of experience leading incident response efforts, collaborating across diverse teams, and driving incidents to resolution. A strong ability to communicate clearly and empathetically is essential.Minimum Qualifications:12+ years experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution.7+ years 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 our customers and internal stakeholders.As an Incident Management Professional, you will have the opportunity to work autonomously and collaboratively in distributed, fast-paced environments. You will be expected to manage multiple priorities under pressure while maintaining a customer-focused approach.Our team is dedicated to continuous learning and improvement, sharing best practices and mentoring others across the organization.The ideal candidate will bring expertise in strategic decision-making, effective communication, and a strong customer-centric mindset, setting themselves apart from more technical, engineering-focused roles.Collaborate with cross-functional teams, including Product, Support, Engineering, Legal, to identify opportunities to drive improvements in incident management processes, tools, documentation, and metrics.Develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials.

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