Incident communication Lead

As the Communication Lead within the Global Incident Management team, you will be responsible for orchestrating clear, timely, and customer-appropriate communications during high-impact incidents. You will ensure that internal and external stakeholders are informed with precision, consistency, and empathy. This role is pivotal in maintaining trust and transparency with customers and internal teams while shaping the communication strategy across multiple channels.

Key Responsibilities:

1. Customer & Internal Facing Messaging:

• 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.
  

1. Internal Coordination:

• 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.

1. Process Improvement & Governance:

• 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.

Qualifications:

• 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 Skills:

• Experience in SaaS or enterprise software environments.

• Understanding industry standard incident workflows and escalation protocols.

• Comfort working across time zones and with global teams.

Working Conditions:

• Full-time position and may require travel.

• Flexibility for occasional weekend work and participation in an on-call rotation to support critical incidents and ensure service continuity.

• Dynatrace is a leader in unified observability and security.
• We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance
• Our employees work with the largest cloud providers, including AW/S, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances
• The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AL to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences
• Over 50% of the Fortune 100 companies are current customers of Dynatrace.