CSS Incident Manager
Atlassian
CSS Incident Manager
Job Description
CSS Incident Manager
📋 Job Overview
Join the Customer Support Services team at Atlassian as an Incident Manager, where you will lead customer-facing incident response efforts. This role involves coordinating across diverse teams to ensure timely and effective communication, adopting a customer-first approach, and driving continuous improvements in incident management processes.
📍 Location: Bengaluru, India
🏢 Category: Support
📅 Posted: 2025-12-02 05:28 AM
🎯 Key Responsibilities
- Be the go-to person for customer-facing reliability and security incidents, leading the charge in response efforts, technical coordination and remediation, and rallying cross-functional teams
- Adopt a 'Customer-First' approach to evaluate impacts, deliver accurate situation reports, and build communication bridges to quickly resolve incidents
- Manage incident communication proactively, offering timely and transparent updates through official Atlassian channels
- Actively participate in post-incident reviews (PIRs), driving actionable improvements to improve the customer experience when incidents occur
- Leverage data and insights to uncover incident root causes and assess customer impacts
- Maintain open and effective communication with internal stakeholders, providing updates and managing expectations throughout the incident lifecycle
- Collaborate with cross-functional teams to identify opportunities to drive improvements in incident management processes, tools, documentation, and metrics
- Cultivate a culture of continuous learning and improvement within the CSS incident management team, sharing best practices and mentoring others
- Develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials
✅ Required Qualifications
- 14+ years experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution
- 7+ years experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers
- Experience working in 24/7 support environments, with availability to participate in on-call rotations, including weekends
- Exceptional communication skills with the ability to communicate clearly and empathetically with both Atlassian customers and internal stakeholders
⭐ Preferred Qualifications
- Hands on experience with leveraging AI-driven tools and processes to enhance incident management, monitoring tools, incident response platforms, and Atlassian products (e.g. Jira, Confluence, Opsgenie)
- Jira software certification
- Experience with data analytics and reporting to communicate incident trends and experiences
- Ability to work autonomously and collaboratively in distributed, fast-paced environments
- Experience in process improvement projects aimed at operational efficiency and customer satisfaction
- Ability to manage multiple priorities under pressure while maintaining a customer-focused approach
🛠️ Required Skills
- Command and control incident frameworks
- Strategic decision-making
- Effective communication
- Customer-centric mindset
- Technical coordination
- Remediation
- Cross-functional collaboration
- Data analysis
- Insights
- Continuous learning
- Mentoring
- Documentation
- Runbooks
- Playbooks
- Training materials
- AI-driven tools
- Monitoring tools
- Incident response platforms
- Atlassian products (Jira, Confluence, Opsgenie)
- Data analytics
- Reporting
- Process improvement
- Operational efficiency
- Customer satisfaction
- Empathy
🎁 Benefits & Perks
- Health and wellbeing resources
- Paid volunteer days
- Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Locations
- Bengaluru, India
Salary
Estimated Salary Rangemedium confidence
1,500,000 - 2,500,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Command and control incident frameworksintermediate
- Strategic decision-makingintermediate
- Effective communicationintermediate
- Customer-centric mindsetintermediate
- Technical coordinationintermediate
- Remediationintermediate
- Cross-functional collaborationintermediate
- Data analysisintermediate
- Insightsintermediate
- Continuous learningintermediate
- Mentoringintermediate
- Documentationintermediate
- Runbooksintermediate
- Playbooksintermediate
- Training materialsintermediate
- AI-driven toolsintermediate
- Monitoring toolsintermediate
- Incident response platformsintermediate
- Atlassian products (Jira, Confluence, Opsgenie)intermediate
- Data analyticsintermediate
- Reportingintermediate
- Process improvementintermediate
- Operational efficiencyintermediate
- Customer satisfactionintermediate
- Empathyintermediate
Required Qualifications
- 14+ years experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution (experience)
- 7+ years experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers (experience)
- Experience working in 24/7 support environments, with availability to participate in on-call rotations, including weekends (experience)
- Exceptional communication skills with the ability to communicate clearly and empathetically with both Atlassian customers and internal stakeholders (experience)
Preferred Qualifications
- Hands on experience with leveraging AI-driven tools and processes to enhance incident management, monitoring tools, incident response platforms, and Atlassian products (e.g. Jira, Confluence, Opsgenie) (experience)
- Jira software certification (experience)
- Experience with data analytics and reporting to communicate incident trends and experiences (experience)
- Ability to work autonomously and collaboratively in distributed, fast-paced environments (experience)
- Experience in process improvement projects aimed at operational efficiency and customer satisfaction (experience)
- Ability to manage multiple priorities under pressure while maintaining a customer-focused approach (experience)
Responsibilities
- Be the go-to person for customer-facing reliability and security incidents, leading the charge in response efforts, technical coordination and remediation, and rallying cross-functional teams
- Adopt a 'Customer-First' approach to evaluate impacts, deliver accurate situation reports, and build communication bridges to quickly resolve incidents
- Manage incident communication proactively, offering timely and transparent updates through official Atlassian channels
- Actively participate in post-incident reviews (PIRs), driving actionable improvements to improve the customer experience when incidents occur
- Leverage data and insights to uncover incident root causes and assess customer impacts
- Maintain open and effective communication with internal stakeholders, providing updates and managing expectations throughout the incident lifecycle
- Collaborate with cross-functional teams to identify opportunities to drive improvements in incident management processes, tools, documentation, and metrics
- Cultivate a culture of continuous learning and improvement within the CSS incident management team, sharing best practices and mentoring others
- Develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials
Benefits
- general: Health and wellbeing resources
- general: Paid volunteer days
- general: Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Tags & Categories
CSS Incident Manager
Atlassian
CSS Incident Manager
Job Description
CSS Incident Manager
📋 Job Overview
Join the Customer Support Services team at Atlassian as an Incident Manager, where you will lead customer-facing incident response efforts. This role involves coordinating across diverse teams to ensure timely and effective communication, adopting a customer-first approach, and driving continuous improvements in incident management processes.
📍 Location: Bengaluru, India
🏢 Category: Support
📅 Posted: 2025-12-02 05:28 AM
🎯 Key Responsibilities
- Be the go-to person for customer-facing reliability and security incidents, leading the charge in response efforts, technical coordination and remediation, and rallying cross-functional teams
- Adopt a 'Customer-First' approach to evaluate impacts, deliver accurate situation reports, and build communication bridges to quickly resolve incidents
- Manage incident communication proactively, offering timely and transparent updates through official Atlassian channels
- Actively participate in post-incident reviews (PIRs), driving actionable improvements to improve the customer experience when incidents occur
- Leverage data and insights to uncover incident root causes and assess customer impacts
- Maintain open and effective communication with internal stakeholders, providing updates and managing expectations throughout the incident lifecycle
- Collaborate with cross-functional teams to identify opportunities to drive improvements in incident management processes, tools, documentation, and metrics
- Cultivate a culture of continuous learning and improvement within the CSS incident management team, sharing best practices and mentoring others
- Develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials
✅ Required Qualifications
- 14+ years experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution
- 7+ years experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers
- Experience working in 24/7 support environments, with availability to participate in on-call rotations, including weekends
- Exceptional communication skills with the ability to communicate clearly and empathetically with both Atlassian customers and internal stakeholders
⭐ Preferred Qualifications
- Hands on experience with leveraging AI-driven tools and processes to enhance incident management, monitoring tools, incident response platforms, and Atlassian products (e.g. Jira, Confluence, Opsgenie)
- Jira software certification
- Experience with data analytics and reporting to communicate incident trends and experiences
- Ability to work autonomously and collaboratively in distributed, fast-paced environments
- Experience in process improvement projects aimed at operational efficiency and customer satisfaction
- Ability to manage multiple priorities under pressure while maintaining a customer-focused approach
🛠️ Required Skills
- Command and control incident frameworks
- Strategic decision-making
- Effective communication
- Customer-centric mindset
- Technical coordination
- Remediation
- Cross-functional collaboration
- Data analysis
- Insights
- Continuous learning
- Mentoring
- Documentation
- Runbooks
- Playbooks
- Training materials
- AI-driven tools
- Monitoring tools
- Incident response platforms
- Atlassian products (Jira, Confluence, Opsgenie)
- Data analytics
- Reporting
- Process improvement
- Operational efficiency
- Customer satisfaction
- Empathy
🎁 Benefits & Perks
- Health and wellbeing resources
- Paid volunteer days
- Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Locations
- Bengaluru, India
Salary
Estimated Salary Rangemedium confidence
1,500,000 - 2,500,000 INR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Command and control incident frameworksintermediate
- Strategic decision-makingintermediate
- Effective communicationintermediate
- Customer-centric mindsetintermediate
- Technical coordinationintermediate
- Remediationintermediate
- Cross-functional collaborationintermediate
- Data analysisintermediate
- Insightsintermediate
- Continuous learningintermediate
- Mentoringintermediate
- Documentationintermediate
- Runbooksintermediate
- Playbooksintermediate
- Training materialsintermediate
- AI-driven toolsintermediate
- Monitoring toolsintermediate
- Incident response platformsintermediate
- Atlassian products (Jira, Confluence, Opsgenie)intermediate
- Data analyticsintermediate
- Reportingintermediate
- Process improvementintermediate
- Operational efficiencyintermediate
- Customer satisfactionintermediate
- Empathyintermediate
Required Qualifications
- 14+ years experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution (experience)
- 7+ years experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers (experience)
- Experience working in 24/7 support environments, with availability to participate in on-call rotations, including weekends (experience)
- Exceptional communication skills with the ability to communicate clearly and empathetically with both Atlassian customers and internal stakeholders (experience)
Preferred Qualifications
- Hands on experience with leveraging AI-driven tools and processes to enhance incident management, monitoring tools, incident response platforms, and Atlassian products (e.g. Jira, Confluence, Opsgenie) (experience)
- Jira software certification (experience)
- Experience with data analytics and reporting to communicate incident trends and experiences (experience)
- Ability to work autonomously and collaboratively in distributed, fast-paced environments (experience)
- Experience in process improvement projects aimed at operational efficiency and customer satisfaction (experience)
- Ability to manage multiple priorities under pressure while maintaining a customer-focused approach (experience)
Responsibilities
- Be the go-to person for customer-facing reliability and security incidents, leading the charge in response efforts, technical coordination and remediation, and rallying cross-functional teams
- Adopt a 'Customer-First' approach to evaluate impacts, deliver accurate situation reports, and build communication bridges to quickly resolve incidents
- Manage incident communication proactively, offering timely and transparent updates through official Atlassian channels
- Actively participate in post-incident reviews (PIRs), driving actionable improvements to improve the customer experience when incidents occur
- Leverage data and insights to uncover incident root causes and assess customer impacts
- Maintain open and effective communication with internal stakeholders, providing updates and managing expectations throughout the incident lifecycle
- Collaborate with cross-functional teams to identify opportunities to drive improvements in incident management processes, tools, documentation, and metrics
- Cultivate a culture of continuous learning and improvement within the CSS incident management team, sharing best practices and mentoring others
- Develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials
Benefits
- general: Health and wellbeing resources
- general: Paid volunteer days
- general: Wide range of perks and benefits designed to support you, your family and to help you engage with your local community
Tags & Categories