Operations Manager assisting Microbac leadership in improving lab efficiencies. Overseeing department leads and ensuring compliance with analytical testing requirements.
About the role
- Incident Operations Analyst at CCC, responsible for high-quality, timely incident communications across platforms. Engaging with teams to enhance status updates and communication workflows during incidents.
Responsibilities
- Serve as the communications lead during incidents and maintenance events, ensuring clear, accurate, and consistent messaging to customers and internal stakeholders.
- Provide bridge leadership during major incidents: join/establish bridges, drive communication cadence, and coordinate inputs across ICC, SRE, Product, Account Teams, and vendors.
- Own the communications cadence (initial notification, regular updates, mitigation/restoration, and post-incident wrap-up) and ensure updates meet defined SLAs/expectations.
- Maintain high-quality documentation during events (timeline, impact statements, customer-facing summaries, decisions, and follow-ups) to support post-incident reviews and reporting.
- Manage and triage the intake process for IT-related requests, customer questions, and escalations; route to the correct teams and track to resolution.
- Execute and coordinate escalations when impact, duration, or severity thresholds are met; ensure the right stakeholders are engaged quickly.
- Own customer communications artifacts (as applicable), ensuring accuracy, approvals, and distribution are completed on time.
- Own and administer the Status Page (PagerDuty Status Page or similar): publish incidents/maintenance, manage component status, maintain templates, and ensure the page reflects real-time service health.
- Coordinate incident follow-up activities (post-incident communications, customer-facing summaries, action item tracking) and support continuous improvement.
- Administer and improve operational processes and procedures related to incident communications, including templates, playbooks, and quality checks.
- Act as a primary contact for external customers and vendors for incident-related communications, ensuring a professional, empathetic, and customer-first experience.
- Participate in an on-call rotation to support incident communications and customer updates during off-hours, weekends, and holidays as needed.
Requirements
- 2+ years of experience in incident communications, IT operations support, service management, or customer communications in a production environment.
- Able to translate technical updates into clear, customer-ready messaging.
- Experience operating in high-pressure environments with strong attention to detail and quality control.
- Exposure to automation and/or AI-assisted workflows (as a user or contributor).
- Ability to lead/facilitate collaboration across multiple teams and stakeholders, including vendors and customer-facing teams.
- Strong analytical skills and comfort using metrics and reporting to drive improvements.
- Self-starter who can work independently, prioritize effectively, and manage multiple concurrent incidents/issues.
Benefits
- 401K Match
- Paid time off
- Annual Incentive Plan
- Performance Bonus
- Comprehensive health insurance
- Adoption Assistance
- Tuition Reimbursement
- Wellness Programs
- Stock Purchase Plan options
- Employee Resource Groups
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