Job Description: Incident Manager - Technical Program Management Position Summary Bonus Points Incident Commander certification, level 5. Tasks and Responsibilities Augment the company’s Threat Detection and Response function in managing the lifecycle of all security incidents globally. Continuously improve the Incident Management Process through systems, procedures, documentation, training, and cultural influence. Identify and coordinate with peer incident responders from other non-security domains worldwide to triage and standardize incident practices. Work with functional managers to align resources, issues, and schedules related to incident remediation and mitigation. Assemble, collaborate with, and manage cross-organizational teams. Maintain accurate and consistent technical and management escalation processes. Serve as the primary lead for Customer Support during security events, issues, or incidents involving customers. Own and execute the active critical security incident management process, including: Facilitating resolution efforts and determining when to engage additional resources if progress stalls during stakeholder calls. Engaging escalation management resources. Drafting and managing customer and internal communications for CSO/Legal/PR review and release, and assisting with customer inquiries as needed. Documenting incident timelines and impacts for review. Manage event communications by: Establishing and managing bridge calls with engineers and customers during outages. Leading multi-customer outage bridges. Creating business-appropriate communications for affected operational groups and managing communication during critical incident conference calls. Oversee post-event program management, including handoffs to the Problem Management team with detailed notes and summaries of business impact and duration. Perform other duties and projects as assigned. Preferred Background Minimum of 5 years’ experience in critical/crisis situation management for technical customer escalations. Bachelor’s degree in business, computer science, engineering, or related field, or equivalent experience. Excellent verbal and written communication skills. Experience supporting and managing technical environments; demonstrated leadership skills in fast-paced, dynamic situations. Ability to communicate technical concepts clearly and effectively at all organizational levels. Proven ability to facilitate conversations with large remote groups. Ability to maintain composure during stressful situations. Flexible work-from-home options available. #J-18808-Ljbffr INFOTRON
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