p>Job Duties and Responsibilities: Work with a global mindset as part of a team of Escalation Managers and Incident Managers Collaborate with Auth0 on-call engineers and monitor online activity data for multiple Auth0 Services to identify service disruptions Effectively communicate critical issue status (both verbally and written) to executive staff, sales teams, and other involved parties Utilize business and technical skills to effectively manage incidents, coordinate meetings, calls, and deliverables, and interpret trend/regression patterns Manage customer-facing communications for Incidents (status page posts, RCA's etc), explaining the details of disruption, the impact on customer applications and how we are working towards resolution Create and execute a data-driven incident get-well plan Work with Engineering and Product Management on the resolution of specific issues that may arise as blockers for customer progress Develop strong partnerships internally with Sales, Services, Support and Engineering View problems and solutions holistically, from multiple viewpoints, and create a plan of action to best satisfy the needs of all stakeholders Partner with engineering on the timely completion of all RCAs related to trust events Manage and track schedules and rotations for trust events Develop and manage trust event drills for support personnel Take ownership of training and engagement of staff involved, including mentoring new staff engaged in either trust communications or P1 communications Be an advocate within the organization to help ensure focus and execution of both trust and P1 case handling. Minimum Knowledge, Skills, and Abilities: Demonstrated experience in managing Trust and P1 case handling processes 3+ years in enterprise technical support incident management in the SaaS industry Excellent relationship management, customer service and communication skills (verbal and written) Experience in managing and rolling out large scale processes Experience in trend analysis and presentation Passion for solving customer issues and advocating for their success, in a fast-paced, highly technical environment Ability to work independently with little direct supervision and as a part of a team Able to work cross functionally in proposing solutions for the betterment of the customer experience Ability to work a flexible schedule as needed given the range of time zones covered (NAM, JP, AP, EMEA).