Incident and Escalation Manager

Job Summary

To build and manage a comprehensive incident response program, the full-time remote Incident and Escalation Manager will define incident criteria, train incident commanders, and oversee customer communications following incidents while actively participating in the incident rotation.

Key responsibilities

• Define incident criteria and develop a severity model with response-time targets
• Build and train the incident commander rotation and establish incident tooling and communication templates
• Own customer-facing root cause analyses and manage high-severity escalation issues

Required qualifications

• 8 to 12 years of experience in incident management, escalation management, or technical program management
• Proven track record of building or significantly contributing to an incident and escalation program
• Familiarity with incident management tools such as PagerDuty or Opsgenie
• Ability to write clearly under pressure, including customer-facing communications
• Comfort with technical discussions related to telephony and real-time systems