Program Manager - Incident Coordinator AUGitHub is seeking a dynamic and customer-focused Incident Coordinator who thrives in a fast-paced environment.
This role leads internal technical coordination for urgent issues impacting GitHub customers and manages multiple internal work streams to restore service as quickly as possible.
The Incidents Coordinator will articulate complex technical status updates for senior management and customers.ResponsibilitiesEngage on urgent escalations impacting a customer's ability to use or access their GitHub environment.Collaborate with support and engineering to ensure the right internal technical resources are engaged to restore service.Provide internal updates to GitHub leadership on progress toward restoring service.Conduct retrospectives to address gaps in support processes or ensure bugs are addressed by engineering in a timely manner.Work with support and engineering to assign and follow up on action items from retrospectives.Handle various project work aligned with the Incident Coordination team's vision and goals.Attend customer-facing calls as needed to align expectations and recalibrate if needed.Manage difficult conversations with customers, de-escalate when possible, and realign expectations.QualificationsRequired Qualifications:Minimum of 5 years of experience in technical customer support, technical writing, system administration, or related rolesOR Bachelor's Degree in Computer Science or a related field AND 3+ years of experience in technical customer support, technical writing, system administration, or related rolesOR equivalent experienceMinimum of 3 years of experience managing critical incidents with high levels of responsibility and ownershipMinimum of 3 years of experience providing direct customer-facing support (video/phone)Ability to work asynchronously and on on-call weekendsPreferred Qualifications:ITIL V3 certified or laterExperience partnering with product and engineering teams, public relations and communications professionals, account teams, and security incident response teamsExperience working with the Linux CLIExperience with the GitHub platform including GitHub Foundations and/or GitHub Administration certificationExperience working in a fully remote environmentGitHub valuesCustomer-obsessedShip to learnGrowth mindsetOwn the outcomeBetter togetherDiverse and inclusiveManager fundamentalsModelCoachCareLeadership principlesCreate clarityGenerate energyDeliver successWho We AreGitHub is the world's leading AI-powered developer platform with 150 million developers and counting.
We're remote-first and offer competitive pay, learning and growth opportunities, and benefits to support you wherever you are.Equal Employment OpportunityGitHub is made up of people from a wide variety of backgrounds and lifestyles.
We embrace diversity and invite applications from people of all walks of life.
We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences.
If you have a disability, please let us know if there is any way we can make the interview process better for you; we are happy to accommodate.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionProject Management and Information TechnologyIndustries: Software Development
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