CSS Head of Incident Management

Working at Atlassian

Atlassians have flexibility in where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

With a sufficient timezone overlap with the team, we're able to hire eligible candidates for this role located anywhere in the United States or Canada. If this sparks your interest, apply today and chat with our friendly recruitment team further.

About the Role

At Atlassian, the mission of the Customer Support Services (CSS) department is to provide world class, legendary support to meet the needs and exceed the expectations of our customers.

We are excited to create a new Incident Management team within our CSS department. This dedicated global team will be responsible for minimizing the impact of incidents to customers, communicating (internally and externally) resolution updates, and working with engineering to reduce the occurrence of incidents.

We are looking for a CSS Head of Incident Management to spearhead and lead this new Incident Management team and partner closely with the Atlassian Incident Management team. Reporting to the Head of CSS Cloud SMB, you’ll have the opportunity to build a new team from ground up and define the 3-year roadmap, operating structure, and governance model. In this position, you’ll provide thought-leadership, implement the framework and processes to achieve objectives, and expand our proficiency and capabilities within incident management.

A strong sense of urgency and exceptional problem-solving skills are essential in this role, as you will be responsible for promptly and effectively resolving critical incidents. The ideal candidate will possess an unwavering drive for results, excellent communication, and the ability to demonstrate gravitas in challenging situations.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $193,500 - $258,000

Zone B: $174,100 - $232,200

Zone C: $160,600 - $214,100

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

• Create a long term vision and 3-year strategic roadmap for the CSS incident management team

• Build and lead a high performing CSS incident management team; develop the team’s operating model and structure

• Have end-to-end ownership and accountability of CSS incident management, be the single point of contact for CSS, for everything related to incidents

• Develop best-in-class standards and implement incident management motions (processes, procedures, runbooks and frameworks)

• Lead the incident management process by representing CSS in war rooms, providing expertise, influencing decisions, and staying aware and well-versed on status/resolution plans

• Manage communication and status updates with internal stakeholders and customers, during major incidents

• Enable the swift resolution of incidents, minimize downtime, and implement preventive measures to mitigate future issues

• Drive and facilitate resolution via Zoom and Slack as an incident commander with excellent executive presence, communications, collaboration skills

• Collaborate and align with Leaders across Engineering, Sales, Corporate Comms, and Legal to accelerate incident resolution, remove blockers, and provide a high level of service to our customers

• Actively engage with cross functional teams to ensure Root Cause Analysis (RCAs) and Post Incident Review (PIRs) are complete, review remediation plans to identify areas for improvement, and socialize findings/insights

• Thrive under pressure with the ability to stay calm, handle conflict, and partner with the global Atlassian Incident Management team

• Coach managers and individual contributors in their professional development and serve as a role model

• Develop and monitor key metrics to understand incident trends, as well as operational resilience and readiness

• Develop and present MBR and QBR read-outs to CSS Leadership

On your first day, we'll expect you to have the following:

• 5+ years experience leading a global 24x7 incident management team in an enterprise SaaS environment

• 15+ years of technical experience (Support, Services, IT, Engineering) at a tech company with exposure working with complex customer base

• Subject matter expertise in incident management frameworks; awareness of industry standards and best practices

• Demonstrate outstanding problem-solving and decision-making skills to identify root causes and implement corrective actions

• Clear and concise communication skills at the C-Level (written and verbal)

• Technically literate and able to articulate technical issues in a meaningful way to both engineers and executive-level management

• Ability to collaborate, build credibility, and establish good working relationships with leaders across Atlassian to ensure solid partnership and alignment

• Excellent project management skills, with an ability to influence

• Customer-centric attitude and focus on providing best-in-class service for customers

• Resilient and adaptable to changing circumstances