Principal Incident Resolution Manager

Working at Atlassian Atlassians can choose 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.

Responsibilities

Join the Customer Support Services (CSS) team and be the driving force behind legendary support that delights customers and deepens their loyalty to the Atlassian brand. Here, we don’t just solve problems—we anticipate needs, build lasting relationships, and empower customers to unlock the full potential of our products.

Your Future Team

We are seeking a highly experienced Customer Support Services Incident Manager (CSS IM) to join our team! This dynamic role focuses on delivering exceptional support experiences during customer-facing incidents by coordinating across diverse teams and ensuring timely, clear, and accurate communication with both internal and external stakeholders. The ideal candidate will bring expertise in command and control incident frameworks, strategic decision-making, effective communication, and a strong customer-centric mindset, setting yourself apart from more technical, engineering-focused roles.

I ncident Management and Communication :

Be the go-to person for customer-facing reliability and security incidents, leading the charge in response efforts, technical coordination and remediation, and rallying cross-functional teams (Engineering, Support, Product, Legal, etc.).

Adopt a "Customer-First" approach to evaluate impacts, deliver accurate situation reports, and build communication bridges to quickly resolve incidents.

Manage incident communication proactively, offering timely and transparent updates through official Atlassian channels (Status Page, case-related notifications, and proactive outreach to customers )

Actively participate in post-incident reviews (PIRs), driving actionable improvements to improve the customer experience when incidents occur.

Leverage data and insights to uncover incident root causes and assess customer impacts.

Maintain open and effective communication with internal stakeholders, providing updates and managing expectations throughout the incident lifecycle.

Collaboration and Continuous Improvement :

Collaborate with cross-functional teams, including Product, Support, Engineering, Legal, to identify opportunities to drive improvements in incident management processes, tools, documentation, and metrics.

Cultivate a culture of continuous learning and improvement within the CSS incident management team, sharing best practices and mentoring others across the organization.

Develop and maintain comprehensive incident management documents, runbooks, playbooks, and training materials.

Qualifications

Minimum Qualifications

12+ years experience leading incident response efforts with a strong ability to collaborate across diverse teams and drive incidents to resolution.

7+ years experience in customer service or support roles in SaaS or technology companies, ideally with exposure to enterprise customers

Experience working in 24 / 7 support environments, with availability to participate in on-call rotations, including weekends.

Exceptional communication skills with the ability to communicate clearly and empathetically with both our Atlassian customers and internal stakeholders

Preferred Qualifications

Hands on experience with leveraging AI-driven tools and processes to enhance incident management, monitoring tools, incident response platforms, and Atlassian products (e.G. Jira, Confluence, Opsgenie). Jira software certification would be excellent!

Experience with data analytics and reporting to communicate incident trends and experiences

Ability to work autonomously and collaboratively in distributed, fast-paced environments

Experience in process improvement projects aimed at operational efficiency and customer satisfaction

Ability to manage multiple priorities under pressure while maintaining a customer-focused approach.