Who are we?
Smarsh empowers its customers to manage risk and unleash intelligence in their digital communications. Our growing community of over 6500 organizations in regulated industries counts on Smarsh every day to help them spot compliance, legal or reputational risks in 80+ communication channels before those risks become regulatory fines or headlines. Relentless innovation has fueled our journey to consistent leadership recognition from analysts like Gartner and Forrester, and our sustained, aggressive growth has landed Smarsh in the annual Inc. 5000 list of fastest-growing American companies since 2008.
About the Team
The Incident Command job family is responsible for coordinating incident activities across multiple teams across multiple geographies. Incident Command team members have a goal to move incidents to resolution as fast as possible, with as much clarity as possible. Incident Command team members manage enterprise high priority incidents through effective process. They are accountable for driving Mean Time to Resolution down and customer satisfaction up. They must work closely with SRE and Technical Support teams to develop frameworks and training programs that support this outcome.
Essential Functions
- Coordinate incident activities across multiple teams across multiple geographies with the goal of moving incidents to resolution as fast as possible, with as much clarity as possible, while learning as much as possible.
- Create effective process that drives Mean Time to Resolution down and customer satisfaction up.
- Avoid chaotic effort and confusing communication.
- Collaborate with SRE and Customer Support teams.
- Develop frameworks and a training program that build a global team of Incident Commanders capable of managing our enterprise high priority incidents.
- Build a team of incident commanders that are able to improve our quality of service as we grow.
- Other duties as assigned.
Education and Experience
- BS in Computer Science or equivalent.
- Minimum 4+ years industry experience
- Strong experience in customer service and technical support in SaaS contexts.
- Previous experience with production incidents and customer and/or business communications.
- Proven track record of success in teaching and coordinating complex activities.
- Or equivalent combination of education and experience.
Additional Eligibility Qualifications
- Excellent verbal and written communication skills.
- Excellent coaching and training skills that can scale across a large and geographically distributed team.
- Familiarity and alignment with blameless postmortem philosophy.
- Ability to size-up a situation, assess the effectiveness of various tactics/strategies, and make rapid decisions on appropriate courses of action.
- Flexible and are able to listen to expert feedback, modifying plans on-the-fly as necessary.
- Has gravitas, takes command, and is willing to kick people off a call to remove distractions.
- Strong interpersonal skills.
- A can-do attitude and sense of urgency for a high growth / fast paced environment.
- Curious mind, appetite to learn new technologies and how we can improve as a business through "unscheduled learning opportunities" or incidents.
- Able to galvanize teams around incidents and learning opportunities.
- Strong coordination and delegation skills which are executed through an empathetic lens focused on learning and improvement.
About our culture
Smarsh hires lifelong learners with a passion for innovating with purpose, humility and humor. Collaboration is at the heart of everything we do. We work closely with the most popular communications platforms and the world’s leading cloud infrastructure platforms. We use the latest in AI/ML technology to help our customers break new ground at scale. We are a global organization that values diversity, and we believe that providing opportunities for everyone to be their authentic self is key to our success. Smarsh leadership, culture, and commitment to developing our people have all garnered Comparably.com Best Places to Work Awards. Come join us and find out what the best work of your career looks like.
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Last updated on Jan 29, 2025