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ai incident management executive reporting freshservice automation📋 Description
- Lead a global upgrade program across hundreds of enterprise customers.
- Own upgrade planning, customer communications and end-to-end strategy.
- Establish upgrade governance with checklists, schedules, tracking, exec reporting.
- Drive AI and automation to ensure upgrades are on time and low risk.
- Lead executive-facing briefings; manage rollbacks and incident response.
- Define and track KPIs and report upgrade readiness and outcomes.
🎯 Requirements
- 10+ years in enterprise support management, customer-facing, PM, or related roles.
- Iterative mindset; start with 80% solution and improve over time.
- Strong incident/recovery management foundations.
- Calm under crisis; prioritize by business impact.
- Excellent verbal/written communication; align stakeholders across functions.
- Able to multi-task and coordinate priorities across shifts.
🎁 Benefits
- High-growth, platform-as-a-service focus with growth opportunities.
- Collaborative, diverse, supportive work environment.
- Flexible, global schedule with weekend coverage as needed.
- Equal opportunity employer and inclusive culture.
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