Incident Manager

About You

Abnormal Security is a fast-growing cybersecurity provider and one of LinkedIn's top 50 startups. We seek a Major Incidents Major to join the team. The candidate will be responsible for Major incidents at Abnormal Security. 

In this role you will own the incident from beginning to end, from the first communication with customers to the post-COE analysis outlining what happened. When a major incident happens, whether within Abnormal Security control or not, you will ensure customers and Abnormal Security teams are communicated by following major incident playbooks per severity and driving action items with Abnormal Security teams working to address the incident. 

The candidate will continuously help improve the product through the incident management process and support case issue trends. The ideal candidate must have strong internal and external communication skills, experience working with engineering and product managers, and experience leading projects and/or problem management. 

What you will do

• Manage major incidents from start to finish, including after business hours.
• Maintain and manage the set playbooks for incidents based on the severity of the major incident.
• Collaborate with internal teams, including CS, Legal, Product Management, and Engineering, to develop effective internal and external customer communications. 
• Coordinate with engineering and product teams to solve major incidents.
• Own creating customer-facing materials such as postmortems.
• Lead customer calls and discuss the postmortem of major incidents. 
• Track major incidents quarter by quarter.
• Own and update customer-facing playbooks for single and multiple customer major incidents.  
• Lead major incident projects with internal teams.
• Work with Support to analyze customer-reported problems via support cases and work with internal teams to identify incidents sooner. 

Skills & Qualifications 

• 6+ years of experience in Escalations Management or Site Reliability Management. 
• Experience leading major internal and external customer-facing incidents.
• Experience with Incident Management tools such as Statuspage, Jira and Salesforce.  
• Experience in establishing and managing the day-to-day responsibilities of the Major Incident Management process.
• Experience with technical troubleshooting, writing, and updating internal and external communications.
• Ability to collaborate, coordinate, and escalate issues within internal teams to identify major incidents. 
• Advanced Understanding of security fundamentals (e.g. threats, vulnerabilities, risk management). 
• Advanced Understanding of SaaS application configuration and API Integrations.

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At Abnormal Security certain roles are eligible for a bonus, restricted stock units (RSUs), and benefits. Individual compensation packages are based on factors unique to each candidate, including their skills, experience, qualifications and other job-related reasons. We know that benefits are also an important piece of your total compensation package. Learn more about our Compensation and Equity Philosophy on our Benefits & Perks page.