Reliable Incident Support Professional

3 days ago

Jodhpur, India beBeeIncident Full time

Customer Support Incident SpecialistWe are looking for a seasoned professional to join our Customer Support Services team as an Incident Manager. This role is responsible for coordinating cross-functional teams and ensuring timely, clear, and accurate communication with both internal and external stakeholders during customer-facing incidents.Key Responsibilities:Be the go-to person for customer-facing reliability and security incidents, leading the charge in response efforts, technical coordination and remediation, and rallying teams to quickly resolve incidents.Adopt a 'customer-first' approach to evaluate impacts, deliver accurate situation reports, and build bridges to communicate effectively with customers.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, driving actionable improvements to enhance 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.Requirements:12+ years of experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution.7+ years of 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 customers and internal stakeholders.Benefits: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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