Optimum

Lead Incident Management Communications

Posted 4 Hours Ago

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Bethpage NY USA

Hybrid

123K-176K Annually

Senior level

AdTech • Digital Media • Internet of Things • Marketing Tech • Mobile • Retail • Software

Are you ready to be the difference?

The Role

The Incident Communications Lead manages and coordinates communications during technology incidents and outages ensuring accurate messaging across teams and stakeholders and contributes to improvements in communication processes.

Summary Generated by Built In

Are you looking to Optimize your life? Start your exciting path to a rewarding career today!
We are Optimum a leader in the fast-paced world of connectivity and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives fuels businesses and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product commitment to our people and the connections we make in every community.
If you are resourceful collaborative team-oriented and passionate about delivering consistent excellence Optimum is the Company for you!
We are Optimum!
Job Summary
We are seeking an Incident Communications Lead to own and execute clear timely and audience appropriate communications during technology incidents and service outages impacting Internet Video/TV Voice and supporting IT systems. This role sits within the Incident Management organization and serves as the central communications authority during outages-driving bridge communications advisory cadence updates interdepartmental coordination and management level messaging.
The Incident Communications Lead partners closely with Incident Managers NOC/ROC SRE Engineering Customer Care Corporate Communications and Executive stakeholders to ensure information is accurate consistent and delivered with the right level of detail for each audience. This role requires strong written and verbal communication skills the ability to operate calmly under pressure and sound judgment in translating technical impact into clear business relevant messaging.
Responsibilities

Serve as the Administrator for communications platforms - Xmatters outage board and Atlassian Status page.
Serve as the primary communications lead during incidents and major outages ensuring consistent messaging across bridges advisories and stakeholder updates.
Required to be on call for all Severity 1 Incidents.
Drive real-time outage bridge communications including opening statements ongoing verbal updates role clarity and alignment on next update timing.
Translate technical findings from engineering and operations teams into clear concise and accurate communications tailored to the audience (operations leadership customer facing teams).
Set Communication standards including cadence expectations based on severity and impact.

Interdepartmental & Management Communications

Coordinate communications across multiple departments to ensure a single aligned message during incidents.
Proactively engage leadership stakeholders with management level summaries that focus on impact risk mitigation status and next steps rather than technical depth.

Written & Verbal Communication Excellence

Produce clear written artifacts including advisories bridge summaries timelines and post incident communication summaries.
Responsible for Initial Incident Report write up review and timely delivery.

Incident Readiness & Communication Standards

Set standards for our communications that are to be adhered to companywide and be responsible for sending out communications during high Severity Incidents.
Partner with Incident Management leadership to refine communication playbooks roles and escalation paths.
Contribute to post incident RCA process as the operations representative.

Metrics Quality & Continuous Improvement

Track and report on communication effectiveness metrics such as timeliness of initial notification update cadence adherence and stakeholder feedback.
Identify recurring communication issues during incidents and recommend process or training improvements to increase ETR time.
Defines the quality standards for communications while driving consistency and quality across incident communications through standardization and coaching.

Qualifications

Bachelor's degree in Information Technology Computer Science or a related field or equivalent experience in technology operations or incident management
5+ years of experience in incident management operations communications or technology operations roles supporting production environments
Strong ability to translate complex technical issues into clear business relevant messaging
Excellent written and verbal communication skills with proven ability to communicate calmly under pressure
Experience working with cross functional teams including NOC/ROC Engineering SRE and leadership stakeholders

Preferred

Experience in telecom broadband video voice or large scale service operations environments
Familiarity with ITSM and incident tooling (e.g. BMC Helix ServiceNow xMatters Teams bridges email/SMS advisories)

Core Competencies

Crisis Communications & Incident Management
Clarity Accuracy & Audience Awareness
Verbal Presence & Written Precision
Continuous Improvement Mindset

At Optimum we're fueled by our four core pillars: Taking Ownership Upholding Transparency Creating Community and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration innovation and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence trustworthiness and thriving community and we invite you to be a part of our journey.
If you have the drive to succeed and are ready to embark on a thrilling career seize this opportunity today and join our winning team so together we'll shape the future of connectivity.
All job descriptions and required skills qualifications and responsibilities for a particular position are subject to modification by the Company from time to time in the Company's discretion based on business necessity.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color creed national origin religion age disability sex sexual orientation gender identity or protected veteran status or any other basis protected by applicable federal state or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements.
Optimum collects personal information about its applicants for employment that may include personal identifiers professional or employment related information photos education information and/or protected classifications under federal and state law. This information is collected for employment purposes including identification work authorization FCRA-compliant background screening human resource administration and compliance with federal state and local law.
Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
Pay is competitive and based on a number of job-related factors including skills and experience. The starting pay rate/range at time of hire for this position in New York is $123379.00 - $176256.00 / year. For other locations please inquire with your recruiter. The rates/ranges provided herein are the anticipated pay at the time of hire and do not reflect future job opportunity.
Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty

Top Skills

Atlassian Status Page

Bmc Helix

Itsm

Servicenow

Xmatters

What the Team is Saying

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The Company

HQ: Long Island City NY

9000 Employees

Year Founded: 1973

What We Do

We Make a Difference Because We Are the Difference! At Optimum we’re not just connecting people – we’re transforming how they experience the world. With a footprint spanning 21 states and serving approximately 4.5 million residential and business customers we're building the future of connectivity through innovative services like Optimum Fiber Internet Optimum TV and Optimum Mobile. This connectivity wouldn’t be possible without our tremendous workforce of driven employees who are dedicated to ensuring the best possible experience for all of our customers and co-workers We’re a team of bold thinkers curious leaders and collaborative problem-solvers united by a culture that values inclusion innovation and impact. At Optimum every voice matters every idea counts and every team member has the opportunity to grow lead and make a difference. From developing next-gen technology to bridging the digital divide to supporting education and emergency response efforts we lead with purpose and heart. Our Be The Difference initiative drives us to make a positive impact ensuring that our efforts resonate far and wide. From our products and services to our community impact we are creating connections driving innovation and POWERING this world forward. You can be a part of an exciting and transformational workplace at Optimum. Join us to Be the Difference!

Why Work With Us

Our mission is simple: deliver the best customer and employee experience while transforming how we work and grow. We’re on a journey to become the connectivity provider of choice – investing in our network reimagining our products and building a culture where people thrive. With nearly 4.5 million customers across 21 states we’re transforming fr