Reliability Specialist

2 weeks ago

palakkad, India beBeeIncident Full time

Customer Support Services Incident Manager RoleThe Customer Support Services Incident Manager plays a pivotal role in ensuring seamless customer experiences during critical incidents. This position involves expert-level coordination, timely communication, and effective stakeholder management to deliver exceptional support outcomes.Responsibilities:Lead incident response efforts for customer-facing reliability and security incidents, driving cross-functional team collaboration and timely resolution.Develop strategic decision-making frameworks, leveraging command and control principles to minimize incident impacts.Communicate effectively with internal and external stakeholders, providing timely updates through official Atlassian channels.Participate in post-incident reviews (PIRs), driving actionable improvements to enhance the customer experience during incidents.Skills and Qualifications:12+ years of experience leading incident response efforts with expertise in collaboration and problem-solving.7+ years of experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers.Exceptional communication skills, with the ability to communicate clearly and empathetically with both customers and internal stakeholders.Strong analytical and problem-solving skills, with the ability to leverage data insights to inform incident management decisions.Benefits:This role offers the opportunity to work with a talented team, drive impactful projects, and contribute to the growth and success of our organization.Preferred Qualifications:Hands-on experience with AI-driven tools and processes, as well as monitoring tools, incident response platforms, and Atlassian products (e.g., Jira, Confluence, Opsgenie).Experience working in 24/7 support environments, including availability for on-call rotations and weekends.

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    palakkad, India beBeeSystem Full time

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    palakkad, India beBeeEngineer Full time

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