Incident and Escalation Manager

Job Summary

Building a robust incident response program, the full-time remote Incident and Escalation Manager will design processes, train incident commanders, and manage customer relationships during critical incidents while actively participating in the incident rotation.

Key responsibilities

• Define incident criteria, author a severity model, and design live incident management processes
• Train and manage the incident commander rotation, ensuring effective response and communication during incidents
• Own customer-facing root cause analyses and lead post-incident reviews to drive closure on action items

Required qualifications

• 8 to 12 years of experience in incident management, escalation management, or technical program management in a large-scale infrastructure or platform environment
• Proven track record of building incident and escalation programs, including establishing an incident commander rotation
• Familiarity with incident management tools such as PagerDuty or Opsgenie and their associated workflows
• Ability to write clearly under pressure, producing concise communications for senior leaders and customers
• Technical understanding of telephony, carrier dynamics, or real-time systems is preferred