Customer Success Incident Manager

<div class="content-intro"><p><strong>Secure Every Identity, from AI to Human<br><br></strong>Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.<br><br>This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.</p></div><p><strong>Position Description:</strong></p> <p>The ideal Auth0 Trust Incident Manager is an independent “problem identifier and solver” who is driven by going the distance to make Auth0 by Okta’s customers and support teams successful. As this is a high visibility role with both Auth0 and Okta customers, the ideal candidate is an articulate and seasoned expert with strong business acumen and executive presence who can work across levels of internal (Auth0) and external organizations (customers) to drive improvements in the betterment of the customer experience.&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</p> <p>In this role, you will be responsible for developing and maintaining Auth0 by Okta Trust Support Incident strategies. This includes recommending changes to people, process, and technology by utilizing prior support incidents to determine opportunities for improvement. You will take the lead in change initiatives, including training and communications to the entire Support organization. This role will include continuous evaluation and updates to the incident management process as well as training and mentoring employees on the same for our most critical situations. In addition, this role will be responsible for timely and accurate publicly facing Trust posts that are detailed and well written in the context of standard incident management protocols.&nbsp;&nbsp;&nbsp;&nbsp;</p> <p><strong>**PLEASE NOTE: </strong><strong>The required hours for this role are Monday-Friday 7am-3pm PT. Additionally, there is an on-call requirement on Friday, Saturday, Sunday on alternating weeks.</strong></p> <p>&nbsp;</p> <p><strong>Job Duties and Responsibilities:</strong></p> <ul> <li>Work with a global mindset as part of a team of Escalation Managers and Incident Managers</li> <li>Collaborate with Auth0 on-call engineers and monitor online activity data for multiple Auth0 Services to identify service disruptions</li> <li>Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties</li> <li>Utilize business and technical skills to