53 applicants

Company

Okta · 20 hours ago

Trust Incident Manager

USA

Full-time

Remote

Senior Level

$132K/yr - $198K/yr

5+ years exp

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H1B Sponsor Likely

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Responsibilities

Work with a global mindset as part of a team of Escalation Managers and Incident Managers

Collaborate with Okta on-call engineers and monitor online activity data for multiple Okta Services to identify service disruptions

Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties

Utilize business and technical skills to effectively manage customer escalations, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns

Manage customer-facing communications for Incidents (status page posts, RCA’s etc), explaining the details of disruption, the impact on customer applications and how we are working towards resolution

Create and execute a data-driven customer get-well plan

Participate in Support Incident Response Manager On-Call rotation

Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers for customer progress

Work with a team to maintain and update the public cloud services status page for customers

Develop strong partnerships internally with Sales, Services, Support and Engineering

View problems and solutions holistically, from multiple viewpoints, and create a plan of action to best satisfy the needs of all stakeholders

Partner with engineering on the timely completion of all RCAs related to trust events

Manage and track schedules and rotations for trust events

Develop and manage trust event drills for support personnel

Take ownership of training and engagement of staff involved, including mentoring new staff engaged in either trust communications or P1 communications

Be an advocate within the organization to help ensure focus and execution of both trust and P1 case handling

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Trust case handlingTechnical support managementTrend analysisProcess managementCloud support experienceData-driven planningMentoringOrganizational abilitiesCross-functional collaboration

Required

Demonstrated experience in managing Trust and P1 case handling processes

5+ years in enterprise technical support incident management, preferably in SaaS industry

Excellent relationship management, customer service and communication skills (verbal and written)

Experience in managing and rolling out large scale processes

Experience in trend analysis and presentation

Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment

Ability to work independently with little direct supervision and as a part of a team

Able to work cross functionally in proposing solutions for the betterment of the customer experience

Ability to work a flexible schedule as needed given the range of time zones covered (NAM, JP, AP, EMEA)

Preferred

Experience in working in Cloud Support and Engineer organizations

Strong communication and presentation skills up to VP/SVP level

Experience in training and mentoring employees

Strong analytical and organizational abilities

Benefits

Health, dental and vision insurance

401(k)

Flexible spending account

Paid leave (including PTO and parental leave)

Company

Okta

Glassdoor

3.6

Okta is a management platform that secures critical resources from cloud to ground for workforce and customers.

Founded in 2009

San Francisco, California, USA

5,001-10,000 employees

http://www.okta.com

H1B Sponsorship

Okta has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

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Trends of Total Sponsorships

2023 (80)

2022 (160)

2021 (182)

2020 (118)