Senior Incident Manager

Job Summary

A company is looking for a Senior Escalation & Incident Manager.

Key Responsibilities

• Manage the escalation lifecycle from intake to resolution, ensuring accurate triage and prioritization
• Mentor and develop a global team of Support Leaders and Engineers, setting expectations for case quality and communication standards
• Serve as the primary point of contact for enterprise customers during high-severity incidents, providing clear updates and managing expectations

Qualifications

• 6+ years of experience in escalation & incident management, SRE, or production operations in a cloud/SaaS environment
• Proven experience leading high-severity incident response in complex distributed systems
• Experience working in 24/7 on-call or escalation environments
• Strong understanding of cloud platforms (AWS, GCP, Azure) and observability tools
• Experience building or scaling incident management programs