Incident Communication Lead

Overview: As the Communication Lead within the Global Incident Management team, you will be responsible for orchestrating clear, timely, and customer-appropriate communications during high-impact incidents. You will ensure that internal and external stakeholders are informed with precision, consistency, and empathy. This role is pivotal in maintaining trust and transparency with customers and internal teams while shaping the communication strategy across multiple channels.

Key Responsibilities:

Customer & Internal Facing Messaging:

• Draft and publish updates on our status page and/or via our ticketing platform, ensuring cadence expectations are met.
• Creating awareness / posts in our forums to help customers navigate through incidents articulating specific mitigation steps to take.
• Collaborate with Incident Commanders to quantify customer impact and reflect it accurately in our public communications.
• Provide timely and detailed incident updates to Sales, Customer Success and Services teams to ensure they are equipped to proactively manage customer expectations and follow up on any required actions.
• Quickly and accurately identify customers affected by an incident for appropriate communication in the next steps.

Internal Coordination:

• Coordinate with Incident Commanders to achieve efficient and clear Incident Management.
• Coordinate with geo-specific Communication Leads during incident handovers to ensure continuity and consistency.
• Work closely with the Technical Support team members managing tickets submitted by affected customers.
• Work closely with other departments (Security, Business Systems, IT, etc.) if needed.

Process Improvement & Governance:

• Contribute to refining Critical Incident communication guidelines, SLAs, and templates.
• Participate in post-incident reviews to identify communication gaps and propose improvements.
• Support the rollout of new classification schemes and ensure communication processes adapt accordingly.
• Report and review metrics to ensure successful completion of communication objectives and timelines.

Minimum Requirements

• At least 3 years of experience in incident communication, crisis management, or technical support operations.
• Exceptional written and verbal communication skills.
• Ability to translate complex technical issues into clear, customer-friendly language.
• Familiarity with collaboration tools (Slack, Zoom, Microsoft Teams), status pages (status.io) and ticketing systems (Zendesk, Salesforce, JIRA, etc.).
• Strong organisational skills and ability to manage multiple priorities under pressure.

Preferred Skills:

• Experience in SaaS or enterprise software environments.
• Understanding industry standard incident workflows and escalation protocols.
• Comfort working across time zones and with global teams.

Working Conditions:

• Full-time position and may require travel.
• Flexibility for occasional weekend work and participation in an on-call rotation to support critical incidents and ensure service continuity.

• A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.
• Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.
• A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries.
• An environment that fosters innovation, enables creative collaboration, and allows you to grow.
• A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.
• A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all
• A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

DOE, annual salary of $\121K - $150K, plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.