Incident Response Manager

ActiveCampaign's category-defining Customer Experience Automation Platform (CXA) helps over 150,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 500+ pre-built automations that combine email marketing, marketing automation and CRM for powerful segmentation and personalization across social, email, messaging, chat and text. Over 100,000 of ActiveCampaign's customers use its 850+ integrations including Microsoft, Shopify, Square, Facebook, and Salesforce. ActiveCampaign scores higher in customer satisfaction than any other solution in Marketing Automation, CRM, and E-Commerce Personalization on G2.com and is the Top Rated Email Marketing Software on TrustRadius. Pricing starts at just $9/month. Start a free trial at ActiveCampaign.com.
As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. If this matches your goals and interests, we hope you consider joining our team!
As one of the fastest-growing SaaS companies, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 150,000 today to millions.
We are currently seeking an Incident Manager to join our Tech & Product organization to coordinate our incident response process, provide executive-level communications, and collaborate closely with Engineering, Technical Support, and Customer Success teams. You will also contribute to managing and improving our release and change process across our services. You may be located in the United States, Europe, or Australia and can work remotely or from one of our hubs in Chicago, Indianapolis, Dublin, and Sydney.

What your day could consist of:

• Manage the incident response process from reporting to resolution, including acting as the single point of contact for all internal communication to stakeholders such as Engineering and Product, Customer Success, Marketing, and the Executive teams
• Support engineers as they respond to incidents, manage escalations, and ensure the correct responders are on the case
• Coordinate the post-incident review, analyze incidents for trends, and track follow-up work to ensure correct monitoring and automated alerting is in place and ensure incident recurrence does not occur
• Develop cross-functional partnerships with Technical Support, Customer Success, Marketing, and Engineering to improve incident communication and escalation processes
• Manage the release of ActiveCampaign products and services and monitor release health for incident development, and coordinate with engineers for unplanned releases
• Communicate updates on the prior week’s releases and planned changes for the upcoming week
• Seek out release, change, and incident-related process inefficiencies and develop creative solutions for improvement
• Drive the development and adoption of SLOs and SLIs, and ensure every incident has an associated SLO/SLI, or includes development of one within the follow-up work

What is needed:

• Schedule flexibility
• Excellent verbal and written English communication
• Familiarity with SaaS and hosted products
• Knowledge of Atlassian Tools - Jira, OpsGenie, StatusPage & Confluence
• Familiarity with release management in Scaled Agile, Scrum and Kanban setting
• High level of emotional intelligence, empathy, and the ability to advocate for both clients and internal teams alike
• Ability to handle and perform in stressful situations
• An eye for detail and a desire to improve processes
• Ability to parse the technical for a non-technical audience
• Collaborative mindset for a cross-functional environment
• Availability for on-call rotations and off-hours as needed
• Experience with monitoring and performance monitoring tools

Nice to have:

• Working Experience of working with AWS or Other Public hosted applications. 
• Familiarity with Git, Gitflow, and CI/CD
• Experience with Gitlab

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. We'll share all the details later on but in summary: comprehensive health and wellness benefits including no premiums for employees, open vacation plan, generous 401(k) matching, free lunch and endless snacks and beverages, reimbursed commuting, education budgets, ongoing learning and development, a proactive approach to diversity and inclusion, career pathing and lots of swag.