Incident Manager

The Success Incident Manager is an individual contributor position tasked with the effective management of case escalations and customer or product incidents, ensuring responses are prompt, accurate, and authoritative. This role holds responsibility for coordinating cross-functional teams—including support, engineering, operations, and customer success—to facilitate the swift resolution of critical issues. The Incident Manager acts as the central point of contact, maintaining clear communication and comprehensive ownership throughout the customer experience.  

This is primarily a night shift/US day shift role but shifts could change based on business requirements.

Key Responsibilities 

• Cross-Functional Orchestration: Mobilize and lead cross-functional teams (Support, Engineering, CloudOps, Product, Customer Success) in a time-bound, outcome-driven manner. 
• Communication: Deliver concise, high-impact updates to stakeholders. Prepare and present incident summaries, root cause analyses, and resolution plans. 
• Executing various existing escalation methodologies, including transactional case escalations, escalation programs such as critical incidents and risk assessment, and executive escalation process.   
• Process Ownership & Continuous Improvement: Define and evolve escalation workflows, playbooks, and communication protocols. Drive improvements in time-to-resolution and customer satisfaction. 
• Data-Driven Decision Making: Leverage analytics to identify systemic issues and track escalation trends. 
• Customer Advocacy: Serve as a trusted advisor and advocate for customers, ensuring their voice is heard and their issues are resolved with urgency and care. 

Qualifications 

• 5+ years in technical support, customer success, or incident management roles. 
• Proven experience managing incident or escalations in a SaaS, cloud, or telecom environment. 
• Exceptional communication and presentation skills 
• Strong analytical and decision-making capabilities under pressure. 
• Familiarity with incident management frameworks, and CRM/Salesforce workflows.