CSS Incident Manager

Working at Atlassian

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Your Future Team

We are seeking a highly experienced Customer Support Services Incident Manager (CSS IM) to join our team This dynamic 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. The ideal candidate will bring expertise in command and control incident frameworks, strategic decision-making, effective communication, and a strong customer-centric mindset, setting yourself apart from more technical, engineering-focused roles.

Incident Management and Communication

• Be the go-to person for customer-facing reliability and security incidents, leading the charge in response efforts, technical coordination and remediation, and rallying cross-functional teams (Engineering, Support, Product, Legal, etc.).

• Adopt a "Customer-First" approach to evaluate impacts, deliver accurate situation reports, and build communication bridges to quickly resolve incidents.

• Manage incident communication proactively, offering timely and transparent updates through official Atlassian channels (Status Page, case-related notifications, and proactive outreach to customers )

• Actively participate in post-incident reviews (PIRs), driving actionable improvements to improve 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.

Collaboration and Continuous Improvement

• Collaborate with cross-functional teams, including Product, Support, Engineering, Legal, to identify opportunities to drive improvements in incident management processes, tools, documentation, and metrics.

• 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.

Minimum Qualifications

• 12+ years experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution.

• 5+ 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 Atlassian customers and internal stakeholders

Preferred Qualifications

• Hands on experience with leveraging AI-driven tools and processes to enhance incident management, monitoring tools, incident response platforms, and Atlassian products (e.g. Jira, Confluence, Opsgenie). Jira software certification would be excellent

• Experience with data analytics and reporting to communicate incident trends and experiences

• Ability to work autonomously and collaboratively in distributed, fast-paced environments

• Experience in process improvement projects aimed at operational efficiency and customer satisfaction

• Ability to manage multiple priorities under pressure while maintaining a customer-focused approach.

Benefits & Perks

Atlassian offers a wide range of perks and benefits designed to support you, your family and to help you engage with your local community. Our offerings include health and wellbeing resources, paid volunteer days, and so much more. To learn more, visit

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

To learn more about our culture and hiring process, visit