Incident and Escalation Manager

Job Summary

Building a comprehensive incident response program, the full-time remote Incident and Escalation Manager will define incident criteria, train incident commanders, and manage customer communications during critical situations while personally participating in the incident command rotation.

Key responsibilities

• Define incident criteria and severity models, establishing response-time targets and command structures
• Train and manage the incident commander rotation, ensuring effective incident response and customer communication
• Oversee post-incident reviews and customer-facing root cause analyses, maintaining relationships and tracking action items to closure

Required qualifications

• 8 to 12 years of experience in incident management, escalation management, or technical program management within a large-scale infrastructure or platform company
• Proven track record of building or significantly contributing to an incident and escalation program, including establishing an incident commander rotation
• Hands-on experience with incident management tools such as PagerDuty or Opsgenie and familiarity with Slack workflows
• Strong decision-making skills under pressure, with the ability to communicate clearly and effectively in high-stress situations
• Technical understanding of telephony or real-time systems, with the ability to engage in technical discussions