Business Incident Response Specialist

1 week ago

Singapore Meta Full time

**Business Incident Response Specialist Responsibilities**:

- Review, investigate, and coordinate end-to-end resolution of high risk escalations, adhering to process and policy frameworks.
- Communicate effectively with stakeholders, including external clients, internal partners, and leadership, serving as primary communication channel on critical escalations.
- Cooperate with cross-functional partners across the business to coordinate work, develop relationships, and execute assigned tasks within scope and timelines.
- Perform root-cause analysis, draft post-mortem reports, and drive innovation by proposing improvements to existing processes.
- Adopt best practices, provide team 'oncall' coverage (including weekend/holiday) on a rotational basis, and stay up-to-date with mandatory training and knowledge in areas of interest to the business.

**Minimum Qualifications**:

- Demonstrated understanding of how the broader social media landscape operates in the industry.
- 5+ years of experience working in customer support, including domains such as online operations, escalations, information systems, compliance, risk management, policy, legal operations or management consulting.
- Demonstrated experience thinking strategically about complex issues leading to thoughtful recommendations, and making quality decisions when dealing with ambiguous situations.
- Demonstrated experience in identifying trends and partnering with cross functional teams to improve customer outcomes.

**Preferred Qualifications**:

- Experience with analytical tools (i.e. Excel, SQL, Tableau).
- Understanding of the power of social media for businesses and the issues that are inherent to it.
- Experience influencing others leveraging data, analysis and vision.
- Experience working directly with global, cross-functional teams to solve issues and develop solutions.
- Familiarity with Meta's suite of products.
- B.A. or B.S. degree in a related discipline such as Business, Legal, Public Policy, International Relations, or Computer Science.

**About Meta**: Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.

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