About GitHub
As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.
Locations
In this role you can work from Remote, Germany
Overview
GitHub is seeking a dynamic and passionate Incident Coordinator who is customer focused and enjoys working in a fast paced environment with an amazing team of Incident Coordinators.
The primary responsibilities for an Incident Coordinator is to assist with the internal technical coordination for urgent issues that are impacting GitHub customers and at times engage directly with customers.
This role requires the ability to manage and oversee multiple internal work streams with the sole focus of getting the customer back up and operational in the least amount of time as well as articulate in writing complex technical status updates that may be shared with senior management and the customer. Below is a list of the core responsibilities of an Incident Coordinator:
Responsibilities
- Assist and provide input for improving the overall incident management process
- Be on-call on weekends and holidays on a rotating basis
- Work closely with technical/engineering teams, Support, Security and other Teams to ensure effective identification of incidents
- Responsible for major incident management from initiation until an acceptable work around is in place or resolution is achieved.
- Manage Crisis incidents by providing overall management and oversight of these incidents through to a timely resolution, and manage any outstanding actions
- Attend team and 1:1 meetings
- Take on project work related to the incident management process as directed Ensure all customer and executive communications during and after a major incident are executed per the documented process
- Join both internal conference calls with internal technical teams and when needed join a customer facing call to ensure that the customer is aware of the work that is ongoing and to help de-escalate tensions with the customer as needed.
- Lead post incident reviews/retrospectives in line with incident management processes and procedures to ensure effective post incident documentation is produced to:
- Make required modifications to current incident management processes
- Prevent repeat issues affecting customers
- Maintain high availability of systems to our consumers
- Reduce the number of incidents generated
Qualifications
Required Qualifications
- Must be fluent in English & German, both written & verbal (C1/C2 as per CEFR level guidelines)
- Experience in creating customer and executive communications
- Several years’ experience leading Incident Management processes
- Experience partnering with product and engineering teams, public relations and communications professionals, account teams, and security incident response teams
Preferred Qualifications
- ITIL v3 certified or later
- Several years experience working with the Linux CLI
- Several years experience working with the GitHub platform
- Several years of experience providing direct customer facing support
- Understanding of modern software engineering processes
GitHub values
- Customer-obsessed
- Ship to learn
- Growth mindset
- Own the outcome
- Better together
- Diverse and inclusive
Manager fundamentals
- Model
- Coach
- Care
Leadership principles
- Create clarity
- Generate energy
- Deliver success
Who We Are
GitHub is the world’s leading AI-powered developer platform with 100 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.
Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.
Join us, and let’s change the world, together.