Senior Incident Response Manager

Key Responsibilities

• Communicate proactively with customers, internal executives, and key stakeholders on critical service issues.
• Serve as the customer advocate, understanding their needs and delivering timely updates and resolutions.
• Facilitate and manage the escalation process in collaboration with technical specialists and engineering teams.
• Own internal and external communications for critical accounts and incidents.
• Provide 24x7 rotation-based coverage, including weekends and holidays, as required.
• Develop and deliver executive-level communications and reports, including RCA and status updates.
• Lead formal customer meetings across all levels, including C-level executives.
• Identify and escalate potential risks or issues proactively to prevent service impact.
• Collaborate with sales teams to anticipate and mitigate potential customer concerns.
• Contribute to continuous improvement projects and process enhancements.