Incident Manager - Technical Program Management

Job Description

Job Description:

Incident Manager - Technical Program Management

POSITION SUMMARY

BONUS POINTS

Incident Commander certification, level 5.

TASKS AND RESPONSIBILITIES

Augment companys 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, documentations, trainings and culture 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 as 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, assist with further customer inquiries as the internal liaison as required.

Incident timeline and impact documentations 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

Crafts business appropriate communications for the affected operating groups and manages 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

PREFERRED BACKGROUND

Minimum of 5 years experience in critical/crisis situation management for technical customer escalations

Bachelors degree in business, computer science, engineering or 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

Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.

The ability to communicate confidently and clearly on conference calls, in meetings and via email, at all levels of the organization is essential.

A team player who is influential and builds good working relationships across all functions.

Ability to facilitate conversations with large groups of remote people.

Ability to maintain calm during stressful situations.

Flexible work from home options available.

Full-time

Fully remote