Incident Communications Lead - Real-Time Outage Messaging

Optimum; Bethpage (NY); On-site; USD 123,000 - 203,000; Full time

Job summary

Optimum is seeking an Incident Communications Lead to own and execute clear, timely communications during technology incidents and outages affecting Internet, Video/TV, Voice, and IT systems. You will serve as the central communications authority within Incident Management, coordinating with NOC/ROC, SRE, Engineering, and leadership to ensure accurate, audience-appropriate messaging.

The role requires strong written and verbal communication, the ability to stay calm under pressure, and skill in

Qualifications

• 5+ years of experience in incident management, operations communications, or technology operations roles supporting production environments.
• Excellent written and verbal communication skills with proven ability to communicate calmly under pressure.
• Strong ability to translate complex technical issues into clear, business relevant messaging.
• Experience with cross functional teams including NOC/ROC, Engineering, SRE, and leadership stakeholders.
• Familiarity with ITSM and incident tooling (e.g., BMC Helix, xMatters, Teams bridges, email/SMS advisories).
• Core Competencies: Crisis Communications & Incident Management; Clarity, Accuracy & Audience Awareness; Verbal Presence & Written Precision.

Responsibilities

• Serve as the primary operations tech lead for communications platforms – Xmatters, Outage Board, and Atlassian Status page.
• Lead communications during incidents and major outages, on-call for Severity 1/2 Incidents.
• Drive real-time outage bridge communications, including opening statements and update timing.
• Translate technical findings into clear communications tailored to audience (operations, leadership, customer-facing teams).
• Set communication standards and cadence based on severity and impact; interdepartmental & management communications.
• Coordinate communications across multiple departments to ensure a single, aligned message during incidents.
• Produce clear written artifacts including advisories, bridge summaries, timelines, and post-incident communication summaries.
• Prepare Initial Incident Report write ups and timely delivery; incident readiness & communication standards.
• Refine communication playbooks with Incident Management leadership; escalation paths.
• Track and report on communication effectiveness metrics; identify recurring issues.

Skills

Incident management

Clear messaging

Stakeholder management

Written communication

Verbal communication

Cross-functional collaboration

Tools

BMC Helix

xMatters

Teams bridges

Email/SMS advisories

Job description

Optimum is seeking an Incident Communications Lead to own and execute clear, timely communications during technology incidents and outages affecting Internet, Video/TV, Voice, and IT systems. You will serve as the central communications authority within Incident Management, coordinating with NOC/ROC, SRE, Engineering, and leadership to ensure accurate, audience-appropriate messaging.

The role requires strong written and verbal communication, the ability to stay calm under pressure, and skill in