Incident Manager

Who you are

You are a technically fearless professional with a strong background in incident management, capable of leading teams through complex technical challenges. You thrive in high-pressure situations and have a proven track record of minimizing downtime and ensuring service reliability. Your leadership skills enable you to guide both customers and internal teams effectively, fostering trust and collaboration.

You possess excellent communication skills, allowing you to articulate technical issues clearly to both technical and non-technical stakeholders. Your experience includes managing high-visibility incidents and customer escalations, ensuring rapid restoration of services while maintaining a focus on customer satisfaction. You are proactive in identifying areas for improvement and implementing self-serve support processes that enhance the overall customer experience.

You have a strong understanding of cloud infrastructure and the technical landscape surrounding it, enabling you to partner effectively with engineering teams to drive product improvements based on real-world incident data. Your analytical mindset helps you to dissect incidents and derive actionable insights that contribute to the robustness and dependability of the services you manage.

Desirable

Experience in a cloud computing environment or with climate-aligned technologies would be a plus. Familiarity with incident management tools and methodologies will enhance your ability to succeed in this role.

What you'll do

As an Incident Manager at Crusoe, you will lead the end-to-end management of high-visibility technical incidents, ensuring that services are restored rapidly and effectively. You will be responsible for orchestrating responses to critical incidents, collaborating closely with engineering teams to identify root causes and implement solutions that prevent future occurrences. Your role will involve analyzing incident data to drive product improvements and enhance service reliability.

You will spearhead the development of self-serve support processes, empowering customers to resolve issues independently while maintaining high levels of satisfaction. Your leadership will be crucial in guiding teams through complex technical landscapes, ensuring that all stakeholders are informed and engaged throughout the incident management process.

You will also play a key role in fostering a culture of continuous improvement within the organization, leveraging insights from incidents to inform product development and operational strategies. Your ability to communicate effectively with both technical and non-technical audiences will be essential in building trust and ensuring alignment across teams.

What we offer

At Crusoe, you will be part of a mission-driven team that is at the forefront of the AI revolution, working with sustainable technology that makes a tangible impact. We offer a collaborative work environment where innovation is encouraged, and your contributions will directly influence the success of our climate-aligned computing platform. Join us in crafting the future of responsible cloud infrastructure and be a part of a team that is setting the pace for transformative change.