Program Manager - Incident Coordinator

GitHub, Inc.; United Kingdom; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading technology platform is seeking an Incident Coordinator to manage urgent technical issues impacting customer services. The role requires at least 5 years in technical customer support and strong skills in incident management. Ideal candidates will demonstrate the ability to handle high-pressure situations and provide excellent customer service. This position is remote-first, offering competitive pay and benefits.

Benefits

Generous learning and growth opportunities

Excellent benefits

Competitive pay

Qualifications

• Minimum of 5 years experience in technical customer support, technical writing, system administration, or related roles.
• Must be able to work async and rotating on-call weekends.
• Experience managing critical incidents with high levels of responsibility and ownership.

Responsibilities

• Lead the technical coordination for urgent issues impacting customers.
• Provide updates to leadership on progress of service restoration.
• Attend customer facing calls to align expectations.

Skills

Technical customer support

Technical writing

System administration

Customer-facing support

Critical incident management

Education

Bachelor's Degree in Computer Science or related field

Tools

Linux CLI

GitHub platform

Job description

Overview

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.

Qualifications

Required Qualifications:

• Minimum of 5 years experience in technical customer support, technical writing, system administration, or related roles
• OR Bachelor's Degree in Computer Science or related field AND 3+ years experience in technical customer support, technical writing, system administration, or related roles
• OR equivalent experience
• Minimum of 3 years of experience managing critical incidents with high levels of responsibility and ownership
• Minimum of 3 years of experience providing direct customer facing support (video/phone)
• Must be able to work async and rotating on-call weekends

Preferred Qualifications:

• ITIL V3 certified or later
• Experience partnering with product and engineering teams, public relations and communications professionals, account teams, and security incident response teams
• Experience working with the Linux CLI
• Experience working with the GitHub platform including GitHub Foundations certified and/or GitHub Administration certified
• Experience working in a fully remote environment

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive

Manager fundamentals

• Model
• Coach
• Care

Leadership principles

• Create clarity
• Generate energy
• Deliver success

Who We Are

GitHub is the world’s leading AI-powered developer platform with 150 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.

Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.

Join us, and let’s change the world, together.

Equal Employment Opportunity

GitHub is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don’t discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there’s any way we can make the interview process better for you; we’re happy to accommodate!