Major Incident Manager CSS

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 :

Qualifications

Minimum Qualifications

Preferred Qualifications