Incident and Escalation Manager

Job Summary

To build a robust incident response program, the full-time remote Incident and Escalation Manager will design and implement incident management processes, train incident commanders, and manage customer relationships during critical incidents.

Key responsibilities

• Define incident criteria, author a severity model, and design the command structure for live incidents
• Build and train an incident commander rotation while owning the pager and managing incidents during shifts
• Produce customer-facing root cause analyses and conduct blameless post-incident reviews to ensure accountability and closure

Required qualifications

• 8 to 12 years of experience in incident management, escalation management, or technical program management, preferably in a large-scale infrastructure or platform company
• Proven track record of building incident and escalation programs from the ground up, including establishing an incident commander rotation
• Hands-on experience with incident management tools such as PagerDuty or Opsgenie and familiarity with Slack workflows
• Ability to write clear communications under pressure, including customer-facing reports and updates for senior leadership
• Technical understanding of telephony and real-time systems, with the capability to engage in technical discussions effectively