Incident Communication Manager

Applied Intuition Inc.; Dublin; On-site; EUR 60,000 - 80,000; Full time

Job summary

A global tech company in Dublin is seeking an Incident Communication Manager to act as the primary contact during service interruptions. The role necessitates strong communication skills and a technical understanding to effectively inform stakeholders. Responsibilities include crafting communications, collaborating with support teams, and maintaining processes that enhance crisis management. Ideal candidates will be resourceful problem solvers with experience in SaaS environments. Competitive benefits and supportive culture are offered.

Qualifications

• Experience in SaaS Support operations.
• Resourceful problem solver influencing across functions.
• Strong communication skills tailored for various audiences.

Responsibilities

• Serve as the main contact for communications on service interruptions.
• Write stakeholder communications and status updates.
• Collaborate to develop and maintain communication strategies.

Skills

Technical complexity navigation

Problem-solving

Critical communication

Tailored content creation

Articulating technical issues

Coaching

Process effectiveness monitoring

Cross-functional team collaboration

Job description

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us!

Your Opportunity

The Incident Communication Manager serves as our main point of contact for planned and unplanned outages and is an operational anchor, driving seamless operations and collaboration. This role resides in our Global Technical Support organization and leads key aspects of communications during events that may impact our customers including, but not limited to, maintenance windows and service interruptions (incidents). Technically savvy and strategically focused, you are a trusted liaison between New Relic teams building customer trust during critical moments.

What you'll do

• Serve as the primary contact for communications related to planned and unplanned service interruptions; providing timely, accurate, and easily consumable communications before, during, and after events as needed
• Write a variety of communications including stakeholder communications, status page updates, root cause analysis reports, and monthly reliability blogs
• Collaborate with the Incident Program Manager, technical support teams, and Legal to develop, implement, and maintain communications strategies that protect New Relic’s reputation
• Work with Leadership to scale the organisation for growth and change the way we do things for the better!
• Maintain ongoing familiarity with New Relic products and related technologies, and Technical Support workflow processes, tools, and systems

This role requires

• Experience navigating technical complexity and have familiarity with the day-to-day support operations for highly adaptable SaaS Support teams
• Resourceful and creative problem solver, who knows how to influence across functions
• Demonstrated experience communicating critical, time-sensitive events to various stakeholders
• Strong communication skills with the ability to tailor content for different audiences
• Ability to articulate technical issues to non-technical partners
• Experience coaching team members in alignment with quality standards
• Continuous monitoring and evaluation of process effectiveness, driving corrective actions and improvements as needed
• Ability to work with cross-functional teams to drive resolution of critical issues for customers

Bonus points if you have

• Experience coordinating incidents and time-sensitive customer escalations in a tech organization

Please note that visa sponsorship is not available for this position.

Candidates are evaluated based on qualifications, regardless of race, religion, ethnicity, national origin, sex, sexual orientation, gender expression or identity, age, disability, neurodiversity, veteran or marital status, political viewpoint, or other legally protected characteristics.

If you require a reasonable accommodation to complete any part of the application or recruiting process, please reach out to [e-mail].