Program Manager - Incident Coordinator

@ GitHub

About GitHub

GitHub is the global home for all developers, offering a complete AI-powered platform to build, scale, and deliver secure software. Over 150+ million developers use GitHub, including more than 90% of the Fortune 100 companies.

Locations

This role can be performed remotely from Australia.

Overview

GitHub is seeking a dynamic and passionate Incident Coordinator with strong customer focus. In this role, the Program Manager - Incident Coordinator leads internal technical coordination for urgent issues impacting GitHub customers, ensuring rapid service restoration and clear communication with senior management and customers.

Responsibilities

• Engage on urgent escalations affecting customer service.
• Collaborate with support and engineering teams to restore service quickly.
• Provide internal technical updates to GitHub leadership.
• Conduct retrospectives to address support gaps and bugs.
• Coordinate project work aligned with the Incident Coordination team vision.
• Attend customer calls to manage expectations and de-escalate issues.
• Manage difficult conversations to realign and calm customer expectations.

Qualifications

Required: Minimum 5 years experience in technical customer support, technical writing, or related field (or a Bachelor’s degree and 3+ years experience). At least 3 years managing critical incidents and providing direct customer support, with the ability to work asynchronously and on rotating on-call weekends.

Preferred: ITIL V3 certification or later, experience partnering with cross-functional teams, proficiency with Linux CLI, familiarity with GitHub platform certifications, and remote work experience.

GitHub Values & Culture

GitHub is customer-obsessed, encourages growth, and believes in owning the outcome. The company emphasizes inclusivity, collaboration, and continuous learning, offering competitive pay, generous benefits, and opportunities for personal and professional development.

Equal Employment Opportunity

GitHub embraces diversity and is committed to creating an inclusive environment for all employees. Applicants requiring accommodations for the interview process are encouraged to notify GitHub.

Key skills/competency

• Incident Management
• Customer Support
• Technical Writing
• Project Coordination
• ITIL
• Linux CLI
• Remote Collaboration
• Agile Practices
• Escalation Handling
• Communication