Job Description Incident Manager - Technical Program Management POSITION SUMMARY Incident Commander certification, level 5. TASKS AND RESPONSIBILITIES Augment the company’s Threat Detection and Response function in managing the lifecycles of all security incidents globally. Continuously drive workflow improvement of Incident Management Process via systems, procedures, documentation, trainings, and cultural influences. Identify and coordinate with peer incident responders from other non-security domains worldwide on triaging and standardize incident practices. Work with functional managers to align resources, issues, and schedules related to incident remediations and mitigations. Assemble, work with, and manage cross-organizational teams. Support accurate and consistent maintenance of technical and management escalation processes. Primary lead for Customer Support during customer-related security events, issues, or incidents. Ownership and execution of the active critical security incident management process, including: Facilitate the resolution effort and determine when it is necessary to engage additional resources if the resolution effort is stalled during the call with stakeholders. Engagement of escalation management resources. Draft and manage customer and internal communications for CSO/Legal/PR review and release, and assist with further customer inquiries as the internal liaison as required. Incident timeline and impact documentation and review. Manage event communications: Establish and manage bridge calls with engineers and customers on single customer outage. Attend and drive multi-customer outage bridges. Craft business-appropriate communications for the affected operating groups and manage communication on a critical incident conference call. Post-event program management. Incident resolution handoffs along with detailed notes and a summary of the business impact and duration to the Problem Management team. Perform other duties and projects as assigned. BACKGROUND Minimum of 5 years’ experience in critical/crisis situation management for technical customer escalations. Bachelor’s degree in business, computer science, engineering, or a related field, or equivalent experience. Excellent communication skills (both verbal and written). Experience supporting and managing technical environments; demonstrated leadership skills under fast-paced, highly dynamic situations. Ability to communicate confidently and clearly on conference calls, in meetings, and via email, at all organizational levels. A team player who is influential and builds good working relationships across functions. Ability to facilitate conversations with large groups of remote people. Ability to maintain calm during stressful situations. #J-18808-Ljbffr ZipRecruiter
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