About GitHub As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software.
Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories.
With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.Locations In this role you can work from Remote, AustraliaOverview GitHub is seeking a dynamic and passionate Incident Coordinator who is customer focused and enjoys working in a fast-paced environment with an amazing team of Incident Coordinators.
The primary responsibilities for an Incident Coordinator is to lead the internal technical coordination for urgent issues that are impacting GitHub customers.
This role requires the ability to manage and oversee multiple internal work streams with the sole focus of getting the customer back up and operational in the least amount of time as well as articulate in writing complex technical status updates that may be shared with senior management and the customer.
Responsibilities Ticket Work ? Lead Major Incident Management from initiation until conclusion or workaround in place.
Training ? Coach colleagues throughout the Major Incident Process to ensure progress and communication.
Customer Advocacy ? Advocates for the customer, ensuring effective collaboration between all GitHub teams to make efficient progress.
Process Improvement ? Lead post-incident reviews to identify improvement opportunities.
Knowledge Attainment & Sharing ? Take deliberate steps toward becoming expert facilitator and negotiator to de-escalate tension and rapidly progress toward solutions.
Other ? Embody GitHub culture and values.
Qualifications Required Qualifications
Several years of experience in technical customer support, technical writing, system administration, or related roles OR Bachelor's Degree in Computer Science or related field AND a few years of experience in technical customer support, technical writing, system administration, or related roles OR equivalent experience.
ITIL V3 certified or later Fluent English speaking skills (reading & writing) Experience managing critical incidents with high levels of responsibility and ownership
Preferred Qualifications:
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 working with the GitHub platform Experience providing direct customer-facing support 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
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