Incident and Escalation Manager

Job Summary

Building a comprehensive incident response program, the full-time remote Incident and Escalation Manager will design and implement processes for managing incidents, train incident commanders, and maintain customer relationships following critical events.

Key responsibilities

• Define incident criteria, develop a severity model, and establish incident command structures
• Own the incident tooling setup, including escalation policies and customer communication templates
• Conduct post-incident reviews and manage high-severity customer issues to ensure relationship continuity

Required qualifications

• 8 to 12 years of experience in incident management, escalation management, or technical program management
• Proven track record in building incident and escalation programs, including managing incident commander rotations
• Familiarity with incident management tools such as PagerDuty or equivalent
• Strong decision-making skills under pressure with the ability to communicate effectively
• Technical understanding of telephony or real-time systems is a plus