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 processes for managing incidents, train incident commanders, and maintain customer relationships during and after critical events.

Key responsibilities

• Define incident criteria and severity models, ensuring consistent response protocols
• Build and train the incident commander rotation while managing incidents personally during shifts
• Develop customer communication templates and oversee the customer-facing root cause analysis process

Required qualifications

• 8 to 12 years of experience in incident management, escalation management, or technical program management
• Proven experience building an incident and escalation program from the ground up
• Familiarity with incident management tools such as PagerDuty or Opsgenie
• Strong decision-making skills and ability to communicate clearly under pressure
• Technical understanding of telephony and real-time systems is a plus