Incident and Escalation Manager

Job Summary

To build a robust incident response program, the full-time remote Incident and Escalation Manager will design incident management protocols, train incident commanders, and oversee customer communications during critical incidents.

Key responsibilities

• Define incident criteria, author a severity model, and design the command structure for live incidents
• Build and train the incident commander rotation while managing the on-call pager during shifts
• Own customer-facing root cause analyses and conduct 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 in a scalable infrastructure or platform environment
• Proven track record in building incident and escalation programs, including establishing an incident commander rotation
• Hands-on experience with incident management tools such as PagerDuty or Opsgenie
• Strong decision-making skills under pressure with the ability to communicate clearly and effectively
• Technical familiarity with telephony, carrier dynamics, or real-time systems is a plus