Program Manager - Incident Coordinator AU
Join to apply for the Program Manager - Incident Coordinator AU role at GitHub
Locations: In this role you can work from Remote, Australia
Overview
GitHub is seeking a dynamic and passionate Incident Coordinator who is customer focused and enjoys working in a fast paced workplace with an amazing team of Incident Coordinators. The primary responsibility is to lead the internal technical coordination for urgent issues that are impacting GitHub customers. This role requires the ability to manage and oversee multiple internal work streams with the sole focus of getting the customer back up and operational in the least amount of time, as well as articulating in writing complex technical status updates that may be shared with senior management and the customer.
Responsibilities
- Engage on escalations that are urgent and impact a customer’s ability to use and access their GitHub environment.
- Work with support and engineering to ensure the right internal technical resources are engaged and actively working to restore service.
- Provide internal updates to GitHub leadership on progress toward restoring service.
- Conduct retrospectives to address gaps in support processes or to ensure any found bugs are addressed by engineering in a timely manner.
- Collaborate with support and engineering teams to assign and follow up on action items from retrospectives.
- Manage various project work aligned with the vision and goals of the Incident Coordination team.
- Attend customer-facing calls when necessary to ensure customer expectations are met and realign expectations if needed.
- Manage difficult conversations with customers, de-escalate where possible, and realign expectations as needed.
Qualifications
Required Qualifications
- Minimum of 5 years of experience in technical customer support, technical writing, system administration, or related roles.
- OR Bachelor’s Degree in Computer Science or related field AND 3+ years of experience in technical customer support, technical writing, system administration, or related roles.
- OR equivalent experience.
- Minimum of 3 years of experience managing critical incidents with high levels of responsibility and ownership.
- Minimum of 3 years of experience providing direct customer-facing support (video/phone).
- Ability to work asynchronously and on-call weekends.
Preferred Qualifications
- ITIL V3 certified or later.
- Experience partnering with product and engineering teams, public relations and communications professionals, account teams, and security incident response teams.
- Experience working with the Linux CLI.
- Experience working with the GitHub platform including GitHub Foundations or GitHub Administration certifications.
- Experience working in a fully remote environment.
GitHub values
- Customer-obsessed
- Ship to learn
- Growth mindset
- Own the outcome
- Better together
- Diverse and inclusive
Manager fundamentals
- Model
- Coach
- Care
Leadership principles
- Create clarity
- Generate energy
- Deliver success
Who We Are
GitHub is the world’s leading AI-powered developer platform with 150 million developers and counting. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and advantages to support you wherever you are.
Equal Employment Opportunity
GitHub embraces diversity and invites applications from people of all walks of life. We don’t discriminate 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 need accommodations for the interview process, please let us know.
Join us, and let’s change the world, together.
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📌 Program Manager - Incident Coordinator AU
🏢 Github
📍 City of Joondalup