About GitHub

As the global home for all developers, GitHub is the complete AI-powered developer platform to build, scale, and deliver secure software. Over 100 million people, including developers from 90 of the Fortune 100 companies, use GitHub to build amazing things together across 330+ million repositories. With all the collaborative features of GitHub, it has never been easier for individuals and teams to write faster, better code.

Locations

In this role you can work from Remote, Australia

Overview

GitHub is seeking a dynamic and passionate Incident Coordinator who is customer focused and enjoys working in a fast paced environment with an amazing team of Incident Coordinators.

The primary responsibilities for an Incident Coordinator is to lead the internal technical coordination for urgent issues that are impacting GitHub customers.

This role requires the ability to manage and oversee multiple internal work streams with the sole focus of getting the customer back up and operational in the least amount of time as well as articulate in writing complex technical status updates that may be shared with senior management and the customer.

Responsibilities

Ticket Work

• Lead Major Incident Management from initiation until conclusion or workaround in place.
  
  

Training

• Coach colleagues throughout the Major Incident Process to ensure progress and communication.
  
  

Customer Advocacy

• Advocates for the customer, ensuring effective collaboration between all Github teams to make efficient progress.
  
  

Process Improvement

• Lead post incident reviews to identify improvement opportunities.
  
  

Knowledge Attainment & Sharing

• Take deliberate steps toward becoming expert facilitator and negotiator to de-escalate tension and rapidly progress toward
  
  

solutions.

Other

• Embody GitHub culture and values
  
  

Qualifications

Required Qualifications

• Several years of experience in technical customer support, technical writing, system administration, or related roles
• OR Bachelor's Degree in Computer Science or related field AND a few years of experience in technical customer support, technical writing, system administration, or related roles
• OR equivalent experience.
• ITIL V3 certified or later
• Fluent English speaking skills (reading & writing)speaker and writer
• Experience managing critical incidents with high levels of responsibility and ownership
  
  

Preferred Qualifications:

• Experience partnering with product and engineering teams, public relations and communications professionals, account teams, and security incident response teams
• Experience working with the Linux CLI
• Experience working with the GitHub platform
• Experience providing direct customer facing support
• Experience working in a fully remote environment
  
  

GitHub values

• Customer-obsessed
• Ship to learn
• Growth mindset
• Own the outcome
• Better together
• Diverse and inclusive
  
  

Manager fundamentals

• Model
• Coach
• Care
  
  

Leadership principles

• Create clarity
• Generate energy
• Deliver success
  
  

Who We Are

GitHub is the world’s leading AI-powered developer platform with 100 million developers and counting. We’re also home to the biggest open-source community on earth (and 99% of the world’s software has open-source code in its DNA). Many of the apps and programs you use every day are built on GitHub.

Our teams are dreamers, doers, and pioneers, leading the way in AI, driving humanitarian efforts around the globe, and even sending open source to Mars (and beyond!). At GitHub, our goal is to create the space you need to do your best work. We’re remote-first and offer competitive pay, generous learning and growth opportunities, and excellent benefits to support you, wherever you are—because we know that people flourish when they can work on their own terms.

Join us, and let’s change the world, together.