Incident Communications Manager

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The following information provides an overview of the skills, qualities, and qualifications needed for this role.At Genesys, we allow our employees to make their mark by entrusting them to make decisions and do what they've been hired to do: their very best. Your potential is waiting; why are you?Role SummaryGenesys is looking for an Incident Communications Manager to oversee both external and internal communications during Major Incidents and Severity 1 issues.The ideal candidate shall be able to maintain constant communication and help coordinate with the Incident Manager. In this role, you will be required to take ownership of major incident communication, help manage technical resources in Product Support, participate in the deployment of recommended solutions to resolve problems, and clearly communicate the progress and resolution of incidents to our customers and stakeholders.This role reports directly to the Head of Resolution Management in the Product Support organization.ResponsibilitiesThe primary responsibilities will include, but are not limited to:Managing customer and internal stakeholder communications for an incident via multiple communication channels 24/7, over the weekend, and on-call environment using standard incident management processes ensuring updates are timely and accurate.Working alongside the Incident Management team and the rest of the Product Support organization to determine true impact and scope of the incident and select appropriate communication strategy.Addressing incoming critical escalations from executives or key customers and coordinate responses to facilitate the customer situation and resolution.Assignment of escalations to the Sr. Resolution SpecialistsMonitoring the assigned escalations to ensure necessary progress.Analysis of escalations to identify trends and building action plans to reduce and eradicate preventable escalations.Contribute to cross-functional post-incident process reviews enabling the delivery of post incident reports and RCAs (Root Cause Analysis) to customers and stakeholders.Improve operational workflows through process enhancements, automation, and continuous review and improvement of systems and incident management tools.QualificationsBachelor's degree in computer science, Information Systems and related studies, or equivalent experience.Minimum of three-to-five years of experience in major incident management, ideally in environments hosted in the public cloud (AWS/Azure/GCP).Ability to work under pressure.Strong analytical skills.Excellent communication skills.Independent and willing to take initiative.Ability to innovate and think creatively.Strong leadership skills to get inter-departmental and cross functional teams to work together effectively.Compensation:This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate's experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.$90,350.00 - $187,650.00Benefits:Medical, Dental, and Vision Insurance.Telehealth coverageFlexible work schedules and work from home opportunitiesDevelopment and career growth opportunitiesOpen Time Off in addition to 10 paid holidays401(k) matching programAdoption AssistanceFertility treatmentsMore details about our company benefits can be found at the following link: https://mygenesysbenefits.comIf a Genesys employee referred you, please use the link they sent you to apply.About Genesys:Every year, Genesys orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com.Reasonable Accommodations:If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may complete the Reasonable Accommodations Form for assistance. Please use the Candidate field in the dropdown menu to ensure a timely response.This form is designed to assist job seekers who seek reasonable accommodation for the application process. Submissions entered for non-accommodation-related issues, such as following up on an application or submitting a resume, may not receive a response.Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.Please note that recruiters will never ask for sensitive personal or financial information during the application phase.PDN-9a127887-1ab4-4543-a122-dcf5ed1b1391