Incident Communications Manager
vor 4 Wochen
Genesys is looking for an Incident Communications Manager to oversee both external and internal communications during Major Incidents and Severity 1 issues. The ideal candidate shall be able to maintain constant communication and help coordinate with the Incident Manager.
In this role, you will be required to take ownership of major incident communication, help manage technical resources in Product Support, participate in the deployment of recommended solutions to resolve problems, and clearly communicate the progress and resolution of incidents to our customers and stakeholders.
This role reports directly to the Head of Resolution Management in the Product Support organization.
What You'll Do: Managing customer and internal stakeholder communications for an incident via multiple communication channels 24/7, over the weekend, and on-call environment using standard incident management processes ensuring updates are timely and accurate. Working alongside the Incident Management team and the rest of the Product Support organization to determine true impact and scope of the incident and select appropriate communication strategy. Addressing incoming critical escalations from executives or key customers and coordinate responses to facilitate the customer situation and resolution. Assignment of escalations to the Sr. Resolution Specialists. Monitoring the assigned escalations to ensure necessary progress. Analysis of escalations to identify trends and building action plans to reduce and eradicate preventable escalations. Contribute to cross-functional post-incident process reviews enabling the delivery of post-incident reports and RCAs (Root Cause Analysis) to customers and stakeholders. Improve operational workflows through process enhancements, automation, and continuous review and improvement of systems and incident management tools. You've been there and done this… Bachelor's degree in computer science, Information Systems and related studies, or equivalent experience. Minimum of three-to-five years of experience in major incident management, ideally in environments hosted in the public cloud (AWS/Azure/GCP). Ability to work under pressure. Strong analytical skills. Excellent communication skills. Independent and willing to take initiative. Ability to innovate and think creatively. Strong leadership skills to get inter-departmental and cross-functional teams to work together effectively. Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must be legally permitted to work in Australia or New Zealand.
If a Genesys employee referred you, please use the link they sent you to apply.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
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