Incident Management and Operations Lead

Working at AtlassianAtlassian can hire people in any country where we have a legal entity. Assuming you have eligible working rights and a sufficient time zone overlap with your team, you can choose to work remotely or from an office (unless it’s necessary for your role to be performed in the office). Interviews and onboarding are conducted virtually, a part of being a distributed-first company.Your future teamAtlassian, a leading software company, is seeking a highly experienced and accomplished professional to join our Reliability Process Group (RPG) as the Principal Incident and Problem Management Lead. In this pivotal role, you will have the opportunity to work directly with executive leadership, serving as a key engagement point for executives on incident-related matters.As the Principal Incident and Problem Management Lead, you will operate, own, and evolve the critical incident management and post-incident review processes that form the backbone of service reliability and customer satisfaction. Your extensive experience in major incident management and problem management, your ability to engage effectively with stakeholders, and your strategic approach to scaling incident and problem Management will support high-quality incident response and drive continuous improvement.

Key Responsibilities - you will be working with the RPG team to:

• Lead and manage the Atlassian incident process, serving as the primary US contact for key stakeholders.
• Act as a trusted advisor and subject matter expert on incident and problem-related matters, providing guidance and support across Atlassian, from Developers through to Heads of Engineering and beyond.
• Collaborate with cross-functional teams and senior stakeholders to ensure effective incident response, resolution, and post-incident review processes.
• Identify areas for process improvement and drive initiatives to enhance incident management practices, focusing on executive engagement and alignment.
• Coordinate and organize on-call resources across Atlassian’s IMOC (Incident Manager On Call) roster, ensuring efficient incident response and resolution during business hours.
• Develop and deliver executive-level briefings, presentations, and reports on incident management performance, trends, and recommendations.
• Conduct root cause analysis and post-mortems for major incidents, working closely with technical teams and executive stakeholders to drive systemic improvements.
• Stay up-to-date with industry trends, latest technologies, and best practices in major incident management and problem management.
• Collaborate with the Incident Management automation team to refine and automate incident/PIR workflows.

Required Skills and Experience:

• Minimum of 8 years of experience in senior-level incident management and problem management, preferably within a cloud environment at scale.
• Extensive experience working directly with executive leadership and senior stakeholders, serving as a trusted advisor on incident-related matters.
• Experience engaging with leadership and executive layers, providing strategic guidance.
• Strong knowledge of major incident management principles, root cause analysis methodologies, and post-incident review processes.
• Experience driving process improvements and implementing best practices across an organization.
• Excellent communication and presentation skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
• Experience in training and teaching.

Preferred Skills:

• Experience in incident wargaming or incident simulation, such as the wheel of misfortune.
• Proficiency in preparing high-quality executive-level briefings and reports.
• Understanding of relational database structures, SQL, and incident management automation tools.
• An operations background, such as working in a NOC or as a system administrator.
• Familiarity with cloud platforms (e.g., AWS, Azure, GCP) and modern DevOps practices.
• Relevant certifications in major incident management, problem management, or ITIL.

CompensationAt Atlassian, we tie our base pay ranges to role and level. In the United States, that means your base pay ranges will fall into one of three geographic pay zones depending on your location. Our current base pay ranges for new hires in each zone are:Zone A: $187,500 - $287,500Zone B: $168,700 - $258,800Zone C: $155,600 - $238,700Within each range, base pay is ultimately determined based on your skills, expertise, and experience. This role may also be eligible for benefits, bonuses, commissions, and/or 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.#LI-RemoteOur perks & benefitsTo support you at work and play, our perks and benefits include ample time off, an annual education budget, paid volunteer days, and so much more.About AtlassianThe world’s best teams work better together with Atlassian. From medicine and space travel, to disaster response and pizza deliveries, Atlassian software products help teams all over the planet. At Atlassian, we're motivated by a common goal: to unleash the potential of every team.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 learn more about our culture and hiring process, explore our Candidate Resource Hub.