Incident and Escalation Manager

Job Summary

Building a comprehensive incident response program, the full-time remote Incident and Escalation Manager will define incident criteria, manage escalations, and oversee customer communication while actively participating in the incident commander rotation.

Key responsibilities

• Define incident criteria and author a severity model with response-time targets
• Build and train the incident commander rotation, including standing up incident tooling and communication templates
• Own the customer-facing root cause analysis and run blameless post-incident reviews

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, including incident commander rotations
• Familiarity with incident management tools such as PagerDuty or Opsgenie
• Strong writing skills for clear communication under pressure, including customer-facing documents
• Technical understanding of telephony, carrier dynamics, or real-time systems is a plus