Incident Response Lead

1 week ago


mumbai, India beBeeCustomer Full time

We are seeking an experienced professional to lead our incident response efforts.The ideal candidate will bring expertise in strategic decision-making, effective communication, and a strong customer-centric mindset.This role focuses on delivering exceptional support experiences during customer-facing incidents by coordinating across diverse teams and ensuring timely, clear, and accurate communication with both internal and external stakeholders.Incident Management and Communication:Be the go-to person for customer-facing reliability and security incidents.Acknowledge impacts, deliver accurate situation reports, and build bridges to quickly resolve incidents.Manage incident communication proactively, offering timely and transparent updates through official channels.Actively participate in post-incident reviews, driving actionable improvements to improve the customer experience when incidents occur.Cultivating a culture of continuous learning and improvement within the team is key to this role.Minimum Qualifications12+ years experience leading incident response efforts.7+ years experience in customer service or support roles in SaaS or technology companies.Experience working in 24/7 support environments.Exceptional communication skills.



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