Multimedia Communications Officer handling graphic and video productions for BlueLink, enhancing communication strategies and collaborating with teams.
About the role
- Incident Communications Manager at Genesys managing communications during major incidents and driving rapid resolutions across teams.
Responsibilities
- Manage customer and internal stakeholder communications throughout incidents, ensuring updates are accurate, timely, and consistent across all communication channels.
- Collaborate with the Incident Management team and Product Support to assess incident impact and determine appropriate communication strategies.
- Handle critical escalations from executives or key customers, coordinating prompt responses that maintain trust and transparency.
- Participate in post-incident reviews and contribute to Root Cause Analysis (RCA) reports shared with customers and internal teams.
- Recommend and implement improvements to operational workflows through process enhancements, automation, and system refinements.
- Support weekend or on-call coverage as required for major incidents.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience).
- Three to five years of experience managing major incidents in public cloud environments (AWS, Azure, or GCP preferred).
- Strong analytical and problem-solving skills with the ability to make sound decisions under pressure.
- Exceptional written and verbal communication skills with a customer-centric approach.
- Proactive and self-driven, with the ability to take ownership of critical situations.
- Innovative thinker who can identify opportunities to improve incident communication processes.
- Strong leadership and collaboration skills to coordinate effectively across departments and functions.
Benefits
- Medical, Dental, and Vision Insurance.
- Telehealth coverage
- Flexible work schedules and work from home opportunities
- Development and career growth opportunities
- Open Time Off in addition to 10 paid holidays
- 401(k) matching program
- Adoption Assistance
- Fertility treatments
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