Lead Incident Mgmt Comms

Job Summary

We are seeking an Incident Communications Lead to own and execute clear, timely, and audience appropriate communications during technology incidents and service outages impacting Internet, Video/TV, Voice, and supporting IT systems. This role sits within the Incident Management organization and serves as the central communications authority during outages—driving bridge communications, advisory cadence updates, interdepartmental coordination, and management level messaging. The Incident Communications Lead partners closely with Incident Managers, NOC/ROC, SRE, Engineering, Customer Care, Corporate Communications, and Executive stakeholders to ensure information is accurate, consistent, and delivered with the right level of detail for each audience. This role requires strong written and verbal communication skills, the ability to operate calmly under pressure, and sound judgment in translating technical impact into clear business relevant messaging. 

Responsibilities

•     Serve as the primary operations tech lead for communications platforms – Xmatters, Outage Board, and Atlassian Status page
•     Serve as the primary communications lead during incidents and major outages, ensuring consistent messaging across bridges, advisories, and stakeholder updates.  Required to be on call for all Severity 1/2 Incidents 
•     Drive real-time outage bridge communications, including opening statements, ongoing verbal updates, role clarity, and alignment on next update timing.  
•     Translate technical findings from engineering and operations teams into clear, concise, and accurate communications tailored to the audience (operations, leadership, customer facing teams). 
•     Set Communication standards, including cadence expectations based on severity and impact. Interdepartmental & Management Communications 
•     Coordinate communications across multiple departments to ensure a single, aligned message during incidents. 
•     Proactively engage leadership stakeholders with management level summaries that focus on impact, risk, mitigation status, and next steps rather than technical depth. Written & Verbal Communication Excellence 
•     Produce clear written artifacts including advisories, bridge summaries, timelines, and post incident communication summaries. 
•     Responsible for Initial Incident Report write up, review, and timely delivery Incident Readiness & Communication Standards 
•     Set standards for our communications that are to be adhered to companywide, and be responsible for sending out communications during high Severity Incidents 
•     Partner with Incident Management leadership to refine communication playbooks, roles, and escalation paths. 
•     Contribute to post incident RCA process as the operations representative. Metrics, Quality & Continuous Improvement 
•     Track and report on communication effectiveness metrics such as timeliness of initial notification, update cadence adherence, and stakeholder feedback. 
•     Identify recurring communication issues during incidents and recommend process or training improvements to increase ETR time. 
•     Defines the quality standards for communications, while driving consistency and quality across incident communications through standardization and coaching 
•     Leverage AI tools to help streamline Incident Management tasks such as write ups, ticket updates, reporting trends, KPI tracking

Qualifications

•    5+ years of experience in incident management, operations communications, or technology operations roles supporting production environments
•    Strong ability to translate complex technical issues into clear, business relevant messaging 
•    Excellent written and verbal communication skills with proven ability to communicate calmly under pressure
•    Experience working with cross functional teams including NOC/ROC, Engineering, SRE, and leadership stakeholders preferred 
•    Experience in telecom, broadband, video, voice, or large-scale service operations environments
•    Familiarity with ITSM and incident tooling (e.g., BMC Helix, xMatters, Teams bridges, email/SMS advisories). Core Competencies 
•    Crisis Communications & Incident Management 
•    Clarity, Accuracy & Audience Awareness  
•    Verbal Presence & Written Precision