Staff Incident Manager

Job Summary

Owning the major incident lifecycle end to end, the full-time Staff Incident Manager will manage incident responses, drive reliability metrics, and coordinate on-call programs in a remote environment.

Key responsibilities

• Act as incident commander on major incidents, ensuring effective coordination and decision-making from detection through resolution
• Drive down time to detect, engage, and recover, owning MTTR as a key metric to maintain a 99.99% uptime target
• Run the on-call program, including rotations and escalation policies, to ensure trust and reliability in incident paging

Required qualifications

• Proven experience in major incident response within a production environment, ideally as an incident commander
• Strong knowledge of modern distributed systems and cloud-native operations
• Experience in defining and maturing incident management practices, including severity frameworks and on-call programs
• Fluency with observability and incident tooling metrics, with hands-on experience in Datadog preferred
• Excellent written and verbal communication skills in English, with the ability to provide clear updates under pressure