Head of Global Incident and Escalation Management - San Francisco, United States - Atlassian

Atlassian

Verified Company

San Francisco, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

Working at Atlassian
Atlassians can choose where they work - whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

In Atlassian's Customer Support Services (CSS) department, it is our mission to provide world-class, creative, and scalable support to meet the needs and exceed the expectations of our customers.

Do you want to lead a team that helps our customers navigate through short and long-term challenges and plays a critical role in our journey to build world-class Cloud products and platform? Does creating a new team, owning operating structures, and developing response frameworks seem exciting?

You should have experience building a team from the ground up and defining long-term visions, operating structures, and governance models.

We are looking for a thought leader who is able to implement best-in-class frameworks and processes to achieve objectives and expand our proficiency and capabilities within incidents and escalations management.

It is critical that this person is able to collaborate with teams from across the company in building a company-wide, unified incident and escalation process.

This leader will be accountable to a successful, Global 24x7 operation.

Compensation

Zone A:
$232,200 - $309,500

Zone B:
$209,000 - $278,600

Zone C:
$192,700 - $256,900

This role may also be eligible for benefits, bonuses, commissions, and equity.

Responsibilities:

What you'll do

Lead a global team of Incident and Escalation Managers and Leaders. Focus on coaching senior leaders and individual contributors in their professional development and serve as a role model.
Establish an environment founded on trust, positioning yourself as the expert in Incident and Escalation Management who provides guidance to both customers and Atlassian team members.
Define Incident and Escalation strategy, collaborate with leaders, create operations systems, rituals, and advanced tooling to support delivery strategy.
Develop bestinclass standards and implement incident and escalation management processes, procedures, runbooks, and frameworks.
Drive critical customer escalations towards resolution through your team or directly engaging with customers.
Resolve incidents swiftly, minimize downtime, and implement preventive measures. Lead incident management by representing CSS in war rooms, providing expertise, influencing decisions, and staying wellversed on status/resolution plans.
Drive product changes, identify and ensure execution of longterm improvement plans, representing the voice of our most strategic customers, and being the catalyst of change.
Promote the right outcome by resolving our customers' critical situations through effective partnerships.
Actively engage with crossfunctional teams to ensure Root Cause Analysis (RCAs) and Post Incident Review (PIRs) are complete, review remediation plans to identify areas for improvement, and socialize findings/insights.
Collaborate with leaders in Engineering, Sales, Corporate Comms, and Legal to speed up incident resolution and improve customer service.
Present strategy, insights, achievements, and quarterly updates to executive leadership.

Qualifications:
Your background

15+ years of experience managing enterpriselevel incidents and escalations across onpremise, hybrid, and cloud environments at a fastpaced and highgrowth organization.
15+ years of technical experience (Support, Services, IT, Engineering) at a tech company with exposure working with a complex customer base.
Experience working and partnering with large Enterprise/Strategic accounts.
Subject matter expertise in incident management frameworks; awareness of industry standards and best practices.
Technically literate and able to articulate technical issues in a meaningful way to both engineers and executivelevel management.
Demonstrated experience driving the execution of a strategy you devised.
Deep curiosity and commitment to seek out and resolve problems, share root cause analysis with our customers, and strategize on preventing similar problems in the future.
Experience working and partnering with customerfacing teams such as Customer Success, Sales, and Technical Account Management.
Demonstrated experience with hiring, resource planning expertise, and implementation of professional development programs growing leaders, and individual contributors.
Demonstrated experience building a customercentric culture that advocates for the customer's needs.
Exceptional behavioral assessment capability and the ability to teach this to others.
A strong learning orientation and examples of high rates of professional growth.

Our perks & benefits
**About Atlassian*