Incident and Escalation Manager

Job Summary

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

Key responsibilities

• Define incident criteria and develop a severity model with response-time targets
• Establish incident tooling, on-call setup, and customer communication templates for various severity levels
• Conduct post-incident reviews and manage high-severity customer issues that threaten relationships

Required qualifications

• 8 to 12 years of experience in incident management, escalation management, or technical program management
• Proven track record of building incident and escalation programs or managing significant components of such programs
• Hands-on experience with incident management tools like PagerDuty or Opsgenie
• Ability to write clear and concise communications under pressure, including customer-facing reports
• Familiarity with telephony, carrier dynamics, or real-time systems is a strong plus