Program Manager - Incident Coordinator AU job opportunity at GitHub.

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GitHub Program Manager - Incident Coordinator AU
Experience: 3-years
Pattern: remote
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Management

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degreeBachelor's (B.Sc.)
Australia

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 Engage on escalations that are of an “urgent” nature that are impacting customer’s ability to use and access their GitHub environment. Work with support, and engineering to ensure that the right internal technical resources are engaged and actively working to restore service Provide internal updates to GitHub leadership on progress that is being made on restoring service Conduct Retrospectives when needed to address any gaps in support process or to ensure that any found bugs are addressed by engineering in a timely manner Work with both support and engineering teams to assign and follow up on any action items that might have come about during a Retrospective Various project work that aligns with the vision and goals of the Incident Coordination team. Attend any customer facing calls when necessary to ensure that that customer’s expectations are being met as much as possible and realign expectations if you are unable to meet the customers expectations. Manage difficult conversations with the customer and work to realign expectations and try and de-escalate the situation as much as possible.

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