Dynatrace ยท 19 hours ago
Incident Communication Lead
Detroit, MI
Full-time
Hybrid
Mid Level
$121K/yr - $150K/yr
3+ years expDynatrace is a leading software company focused on creating value for enterprises and end customers globally. The Incident Communication Lead will orchestrate clear and timely communications during high-impact incidents, ensuring stakeholders are informed with precision and empathy while shaping the communication strategy across multiple channels.
Business Process Automation (BPA)Developer ToolsEnterprise SoftwareInformation TechnologySaaSSoftware
Responsibilities
Draft and publish updates on our status page and/or via our ticketing platform, ensuring cadence expectations are met
Creating awareness / posts in our forums to help customers navigate through incidents articulating specific mitigation steps to take
Collaborate with Incident Commanders to quantify customer impact and reflect it accurately in our public communications
Provide timely and detailed incident updates to Sales, Customer Success and Services teams to ensure they are equipped to proactively manage customer expectations and follow up on any required actions
Quickly and accurately identify customers affected by an incident for appropriate communication in the next steps
Coordinate with Incident Commanders to achieve efficient and clear Incident Management
Coordinate with geo-specific Communication Leads during incident handovers to ensure continuity and consistency
Work closely with the Technical Support team members managing tickets submitted by affected customers
Work closely with other departments (Security, Business Systems, IT, etc.) if needed
Contribute to refining Critical Incident communication guidelines, SLAs, and templates
Participate in post-incident reviews to identify communication gaps and propose improvements
Support the rollout of new classification schemes and ensure communication processes adapt accordingly
Report and review metrics to ensure successful completion of communication objectives and timelines
Qualification
Required
At least 3 years of experience in incident communication, crisis management, or technical support operations
Exceptional written and verbal communication skills
Ability to translate complex technical issues into clear, customer-friendly language
Familiarity with collaboration tools (Slack, Zoom, Microsoft Teams), status pages (status.io) and ticketing systems (Zendesk, Salesforce, JIRA, etc.)
Strong organisational skills and ability to manage multiple priorities under pressure
Preferred
Experience in SaaS or enterprise software environments
Understanding industry standard incident workflows and escalation protocols
Comfort working across time zones and with global teams
Benefits
Health
Dental
Life
STD
LTD
401k
PTO
Company
Dynatrace
Dynatrace delivers answers and intelligent automation from data.
5001-10000 employees
H1B Sponsorship
Dynatrace 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
Represents job field similar to this job
Trends of Total Sponsorships
2025 (14)
2024 (25)
2023 (15)
2022 (23)
2021 (23)
2020 (8)
Funding
Current Stage
Public CompanyTotal Funding
$21.9MKey Investors
KB SecuritiesBain Capital Ventures
2023-03-23Post Ipo Equity
2019-07-31IPO
2011-07-06Acquired
Leadership Team
Rick McConnell
CEO of Dynatrace
Bernd Greifeneder
CTO
Recent News
2025-12-20
Company data provided by crunchbase