Incident Management and Operations Lead, Atlassian

• Your extensive experience in major incident management and problem management, your ability to engage effectively with stakeholders, and your strategic approach to scaling incident and problem Management will support high-quality incident response and drive continuous improvement
• Minimum of 8 years of experience in senior-level incident management and problem management, preferably within a cloud environment at scale
• Extensive experience working directly with executive leadership and senior stakeholders, serving as a trusted advisor on incident-related matters
• Experience engaging with leadership and executive layers, providing strategic guidance
• Strong knowledge of major incident management principles, root cause analysis methodologies, and post-incident review processes
• Experience driving process improvements and implementing best practices across an organization
• Excellent communication and presentation skills, with the ability to articulate complex technical concepts to non-technical stakeholders
• Experience in training and teaching

Desirable

• In this pivotal role, you will have the opportunity to work directly with executive leadership, serving as a key engagement point for executives on incident-related matters
• As the Principal Incident and Problem Management Lead, you will operate, own, and evolve the critical incident management and post-incident review processes that form the backbone of service reliability and customer satisfaction
• Lead and manage the Atlassian incident process, serving as the primary US contact for key stakeholders
• Act as a trusted advisor and subject matter expert on incident and problem-related matters, providing guidance and support across Atlassian, from Developers through to Heads of Engineering and beyond
• Collaborate with cross-functional teams and senior stakeholders to ensure effective incident response, resolution, and post-incident review processes
• Identify areas for process improvement and drive initiatives to enhance incident management practices, focusing on executive engagement and alignment
• Coordinate and organize on-call resources across Atlassian’s IMOC (Incident Manager On Call) roster, ensuring efficient incident response and resolution during business hours
• Develop and deliver executive-level briefings, presentations, and reports on incident management performance, trends, and recommendations
• Conduct root cause analysis and post-mortems for major incidents, working closely with technical teams and executive stakeholders to drive systemic improvements
• Stay up-to-date with industry trends, latest technologies, and best practices in major incident management and problem management
• Collaborate with the Incident Management automation team to refine and automate incident/PIR workflows