Incident Management Specialist

Job Summary

To build and manage a comprehensive incident response program, the full-time remote Incident Management Specialist will define incident criteria, author severity models, and oversee customer communications while personally commanding incidents during shifts.

Key responsibilities

• Define incident criteria and author a severity model with response-time targets
• Design and implement incident response processes, including command structure and escalation procedures
• Own customer communications and conduct post-incident reviews to maintain relationships and track action items

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 experience building an incident and escalation program or managing a significant part of one
• Familiarity with incident management tools such as PagerDuty or Opsgenie, and associated workflows
• Ability to write clearly under pressure, producing concise communications for senior leaders and customers
• Technical understanding of telephony and real-time systems, with the ability to engage in technical discussions