Program Manager - Incident Coordinator AU
GitHub 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.
Responsibilities
- Engage 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.
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 a 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 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 with the GitHub platform including GitHub Foundations and/or GitHub Administration certification
- 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, learning and growth opportunities, and benefits to support you wherever you are.
Equal Employment Chance
GitHub 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 level
- Mid-Senior level
Employment type
- Full-time
Job function
- Project Management and Information Technology
- Industries: Software Development
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