Senior Incident Leader for Enterprise Uptime

Crusoe; Dublin; Presencial; EUR 90 000 - 130 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Pension contributions

Private health and dental insurance

Income protection

Life insurance

Resumo da oferta

Crusoe is seeking a Senior Incident Manager to lead end-to-end response to high-visibility incidents, coordinate across teams, and communicate with customers and executives. You will own post-incident reviews and RCA writing to build trust with enterprise clients.

The role emphasizes data-driven reporting, incident metrics, and developing training materials. You’ll work with Linux, virtualization, and Kubernetes to engage credibly with infrastructure teams while not being the primary

Qualificações

• Background on an enterprise customer support team or direct experience working with enterprise customers.
• Strong written communication — able to turn technical incident detail into clear, structured narratives for non-technical audiences.
• Understands what can and cannot be communicated to customers and what needs to be documented in writing.
• Strong judgment on communication level — knowing what to filter out when reporting bad news for each incident.
• Sound judgment on transparency — knowing when to stay high-level vs. go into detail.
• Solid grounding in incident management process and best practices.
• Comfortable working with data to track and report trends, not just handle incidents moment-to-moment.
• Familiarity with Linux, virtualization, and Kubernetes; credible with infrastructure teams.

Responsabilidades

• Incident Response Leadership: Lead end-to-end management of high-visibility incidents and enterprise escalations with clear communication throughout.
• Incident Coordination: Work with responders to determine needed teams and maintain focus during incidents.
• Strategic Collaboration: Bridge Customer Success and engineering/product teams, turning feedback into actionable steps.
• Customer Communication & Judgment: Own status updates and frame communications for customers and executives.
• RCA Ownership: Produce customer-facing root cause analyses and ensure timely debriefs.
• Corrective Action Documentation: Document internal corrective actions to improve reliability of products.
• Incident Metrics & Reporting: Track response/resolution times and ensure data accuracy.
• Knowledge Empowerment: Create training and knowledge base materials for teammates and customers.
• Process Innovation: Design incident response strategies to scale with the team.
• On-Call Participation: 10am–10pm, 5 days per week, as part of on-call rotation.

Conhecimentos

Enterprise support

Written communication

Incident management

Data analysis

Linux

Kubernetes

Transparency

Judgment

Descrição da oferta de emprego

Crusoe is seeking a Senior Incident Manager to lead end-to-end response to high-visibility incidents, coordinate across teams, and communicate with customers and executives. You will own post-incident reviews and RCA writing to build trust with enterprise clients.

The role emphasizes data-driven reporting, incident metrics, and developing training materials. You’ll work with Linux, virtualization, and Kubernetes to engage credibly with infrastructure teams while not being the primary