Incident Communications Manager

TL;DR

Incident Communications Manager: Overseeing external and internal communications during major incidents and Severity 1 issues with an accent on coordination between technical teams and stakeholders. Focus on managing critical escalations, driving post-incident reviews, and improving operational workflows for a global AI-powered experience orchestration platform.

Location: Manila (Hybrid)

Company

hirify.global is a global leader in AI-powered experience orchestration, empowering organizations to deliver empathetic, personalized customer and employee experiences at scale.

What you will do

• Manage customer and internal stakeholder communications for incidents 24/7, including weekends.
• Collaborate with the Incident Management team to determine incident scope and communication strategy.
• Handle critical escalations from executives and key customers to facilitate resolution.
• Assign escalations to senior resolution specialists and monitor progress.
• Analyze escalation trends to build action plans for preventing future issues.
• Contribute to cross-functional post-incident reviews and deliver Root Cause Analysis (RCA) reports.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
• Minimum of five years of experience in major incident management, ideally in public cloud environments (AWS/Azure/GCP).
• Ability to work under pressure and lead cross-functional teams effectively.
• Strong analytical, communication, and leadership skills.
• Must be available for a weekend shift (APAC hours).

Culture & Benefits

• Opportunity to make a significant impact within a large, global organization.
• Access to comprehensive benefits and perks comparable to major tech companies.
• Collaborative environment that values empathy and independence.
• Focus on continuous improvement and process automation.