Working at Atlassian

Atlassians can choose where they work – whether in an office, from home, or a combination of the two. That way, Atlassians have more control over supporting their family, personal goals, and other priorities. We can hire people in any country where we have a legal entity. Interviews and onboarding are conducted virtually, a part of being a distributed-first company.

In Atlassian's Customer Support Services (CSS) department, it is our mission to provide world-class, creative, and scalable support to meet the needs and exceed the expectations of our customers. Do you want to lead a team that helps our customers navigate through short and long-term challenges and plays a critical role in our journey to build world-class Cloud products and platform? Does creating a new team, owning operating structures, and developing response frameworks seem exciting?
Atlassian is looking for a Head of Global Incident and Escalation Management. Reporting to our Head of CSS Operations, you’ll be part of a leadership team that ensures our customers receive an unparalleled experience. We are looking for someone with a strong sense of urgency and exceptional problem-solving skills, as you will be responsible for promptly and effectively resolving critical incidents and escalations. The ideal candidate will possess an unwavering drive for results, excellent communication skills, and the ability to demonstrate gravitas in challenging situations. It is critical that this leader is able to effectively partner with and influence other internal organizations (i.e. Product and Engineering leadership). You’ll also be expected to personally engage with our customers and their executive leadership as well as our own internal executive leadership team.

You should have experience building a team from the ground up and defining long-term visions, operating structures, and governance models. We are looking for a thought leader who is able to implement best-in-class frameworks and processes to achieve objectives and expand our proficiency and capabilities within incidents and escalations management. It is critical that this person is able to collaborate with teams from across the company in building a company-wide, unified incident and escalation process. This leader will be accountable to a successful, Global 24x7 operation.

Compensation

At Atlassian, we strive to design equitable, explainable, and competitive compensation programs. To support this goal, the baseline of our range is higher than that of the typical market range, but in turn we expect to hire most candidates near this baseline. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current base pay ranges for new hires in each zone are:

Zone A: $232,200 - $309,500

Zone B: $209,000 - $278,600

Zone C: $192,700 - $256,900

This role may also be eligible for benefits, bonuses, commissions, and equity.

Please visit go.atlassian.com/payzones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter.

What you'll do

• Lead a global team of Incident and Escalation Managers and Leaders. Focus on coaching senior leaders and individual contributors in their professional development and serve as a role model.

• Establish an environment founded on trust, positioning yourself as the expert in Incident and Escalation Management who provides guidance to both customers and Atlassian team members.

• Define Incident and Escalation strategy, collaborate with leaders, create operations systems, rituals, and advanced tooling to support delivery strategy.

• Develop best-in-class standards and implement incident and escalation management processes, procedures, runbooks, and frameworks.

• Drive critical customer escalations towards resolution through your team or directly engaging with customers.

• Resolve incidents swiftly, minimize downtime, and implement preventive measures. Lead incident management by representing CSS in war rooms, providing expertise, influencing decisions, and staying well-versed on status/resolution plans.

• Drive product changes, identify and ensure execution of long-term improvement plans, representing the voice of our most strategic customers, and being the catalyst of change.

• Promote the right outcome by resolving our customers' critical situations through effective partnerships.

• Actively engage with cross-functional teams to ensure Root Cause Analysis (RCAs) and Post Incident Review (PIRs) are complete, review remediation plans to identify areas for improvement, and socialize findings/insights.

• Collaborate with leaders in Engineering, Sales, Corporate Comms, and Legal to speed up incident resolution and improve customer service.

• Present strategy, insights, achievements, and quarterly updates to executive leadership.

Your background

• 15 years of experience managing enterprise-level incidents and escalations across on-premise, hybrid, and cloud environments at a fast-paced and high-growth organization.

• 15 years of technical experience (Support, Services, IT, Engineering) at a tech company with exposure working with a complex customer base.

• Experience working and partnering with large Enterprise/Strategic accounts.

• Subject matter expertise in incident management frameworks; awareness of industry standards and best practices.

• Technically literate and able to articulate technical issues in a meaningful way to both engineers and executive-level management.

• Demonstrated experience driving the execution of a strategy you devised.

• Deep curiosity and commitment to seek out and resolve problems, share root cause analysis with our customers, and strategize on preventing similar problems in the future.

• Experience working and partnering with customer-facing teams such as Customer Success, Sales, and Technical Account Management.

• Demonstrated experience with hiring, resource planning expertise, and implementation of professional development programs growing leaders, and individual contributors.

• Demonstrated experience building a customer-centric culture that advocates for the customer's needs.

• Exceptional behavioral assessment capability and the ability to teach this to others.

• A strong learning orientation and examples of high rates of professional growth.

Our perks & benefits

Atlassian offers a variety of perks and benefits to support you, your family and to help you engage with your local community. Our offerings include health coverage, paid volunteer days, wellness resources, and so much more. Visit go.atlassian.com/perksandbenefitsto learn more.

About Atlassian

At Atlassian, we're motivated by a common goal: to unleash the potential of every team. Our software products help teams all over the planet and our solutions are designed for all types of work. Team collaboration through our tools makes what may be impossible alone, possible together.

We believe that the unique contributions of all Atlassians create our success. To ensure that our products and culture continue to incorporate everyone's perspectives and experience, we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our Recruitment team during your conversation with them.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

To learn more about our culture and hiring process, visit go.atlassian