Lead Incident Management Communications

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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 $123,379.00 - $176,256.00 / 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