Incident Communication Manager
New Relic
Incident Communication Manager
Job Description
About This Role
The Incident Communication Manager acts as the primary contact for planned and unplanned outages, driving communications to maintain customer trust during critical events. This role in the Global Technical Support organization involves writing updates, collaborating with teams, and scaling operations. Technically savvy individuals will serve as a liaison between New Relic teams and stakeholders.
What You'll Do
- Serve as primary contact for communications on planned and unplanned service interruptions, providing timely updates before, during, and after events
- Write stakeholder communications, status page updates, root cause analysis reports, and monthly reliability blogs
- Collaborate with Incident Program Manager, technical support teams, and Legal to develop and maintain communication strategies
- Work with Leadership to scale the organization for growth and improve operational processes
- Maintain familiarity with New Relic products, technologies, and Technical Support workflows, tools, and systems
- Monitor and evaluate process effectiveness, driving corrective actions and improvements
What We're Looking For
- Experience navigating technical complexity and familiarity with SaaS support operations
- Demonstrated experience communicating critical, time-sensitive events to stakeholders
- Strong communication skills to tailor content for different audiences
- Ability to articulate technical issues to non-technical partners
- Experience coaching team members to meet quality standards
- Ability to work with cross-functional teams to resolve critical customer issues
Bonus Points If You Have
- Experience coordinating incidents and time-sensitive customer escalations in a tech organization
Key Skills
Locations
- Dublin, Ireland, United States
Salary
Estimated Salary Rangemedium confidence
65,000 - 95,000 EUR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Technical savvy with SaaS products and support operationsintermediate
- Strategic communication planningintermediate
- Stakeholder managementintermediate
- Writing technical reports and blogsintermediate
- Cross-functional collaborationintermediate
- Problem-solving and process improvementintermediate
- Influencing across functionsintermediate
- Tailoring communications for diverse audiencesintermediate
- Coaching and mentoringintermediate
- Time-sensitive decision makingintermediate
Required Qualifications
- Experience navigating technical complexity and familiarity with SaaS support operations (experience)
- Demonstrated experience communicating critical, time-sensitive events to stakeholders (experience)
- Strong communication skills to tailor content for different audiences (experience)
- Ability to articulate technical issues to non-technical partners (experience)
- Experience coaching team members to meet quality standards (experience)
- Ability to work with cross-functional teams to resolve critical customer issues (experience)
Preferred Qualifications
- Experience coordinating incidents and time-sensitive customer escalations in a tech organization (experience)
Responsibilities
- Serve as primary contact for communications on planned and unplanned service interruptions, providing timely updates before, during, and after events
- Write stakeholder communications, status page updates, root cause analysis reports, and monthly reliability blogs
- Collaborate with Incident Program Manager, technical support teams, and Legal to develop and maintain communication strategies
- Work with Leadership to scale the organization for growth and improve operational processes
- Maintain familiarity with New Relic products, technologies, and Technical Support workflows, tools, and systems
- Monitor and evaluate process effectiveness, driving corrective actions and improvements
Tags & Categories
Incident Communication Manager
New Relic
Incident Communication Manager
Job Description
About This Role
The Incident Communication Manager acts as the primary contact for planned and unplanned outages, driving communications to maintain customer trust during critical events. This role in the Global Technical Support organization involves writing updates, collaborating with teams, and scaling operations. Technically savvy individuals will serve as a liaison between New Relic teams and stakeholders.
What You'll Do
- Serve as primary contact for communications on planned and unplanned service interruptions, providing timely updates before, during, and after events
- Write stakeholder communications, status page updates, root cause analysis reports, and monthly reliability blogs
- Collaborate with Incident Program Manager, technical support teams, and Legal to develop and maintain communication strategies
- Work with Leadership to scale the organization for growth and improve operational processes
- Maintain familiarity with New Relic products, technologies, and Technical Support workflows, tools, and systems
- Monitor and evaluate process effectiveness, driving corrective actions and improvements
What We're Looking For
- Experience navigating technical complexity and familiarity with SaaS support operations
- Demonstrated experience communicating critical, time-sensitive events to stakeholders
- Strong communication skills to tailor content for different audiences
- Ability to articulate technical issues to non-technical partners
- Experience coaching team members to meet quality standards
- Ability to work with cross-functional teams to resolve critical customer issues
Bonus Points If You Have
- Experience coordinating incidents and time-sensitive customer escalations in a tech organization
Key Skills
Locations
- Dublin, Ireland, United States
Salary
Estimated Salary Rangemedium confidence
65,000 - 95,000 EUR / yearly
Source: ai estimated
* This is an estimated range based on market data and may vary based on experience and qualifications.
Skills Required
- Technical savvy with SaaS products and support operationsintermediate
- Strategic communication planningintermediate
- Stakeholder managementintermediate
- Writing technical reports and blogsintermediate
- Cross-functional collaborationintermediate
- Problem-solving and process improvementintermediate
- Influencing across functionsintermediate
- Tailoring communications for diverse audiencesintermediate
- Coaching and mentoringintermediate
- Time-sensitive decision makingintermediate
Required Qualifications
- Experience navigating technical complexity and familiarity with SaaS support operations (experience)
- Demonstrated experience communicating critical, time-sensitive events to stakeholders (experience)
- Strong communication skills to tailor content for different audiences (experience)
- Ability to articulate technical issues to non-technical partners (experience)
- Experience coaching team members to meet quality standards (experience)
- Ability to work with cross-functional teams to resolve critical customer issues (experience)
Preferred Qualifications
- Experience coordinating incidents and time-sensitive customer escalations in a tech organization (experience)
Responsibilities
- Serve as primary contact for communications on planned and unplanned service interruptions, providing timely updates before, during, and after events
- Write stakeholder communications, status page updates, root cause analysis reports, and monthly reliability blogs
- Collaborate with Incident Program Manager, technical support teams, and Legal to develop and maintain communication strategies
- Work with Leadership to scale the organization for growth and improve operational processes
- Maintain familiarity with New Relic products, technologies, and Technical Support workflows, tools, and systems
- Monitor and evaluate process effectiveness, driving corrective actions and improvements
Tags & Categories