Incident & Escalation Manager

As a Staff Incident and Escalation Manager you will lead the response to high-severity production incidents that impact customers and mission-critical services. Operating in a fast-paced, cloud-native environment with globally distributed teams, you will act as the central point of coordination during major incidents, ensure timely resolution, maintain clear communication, and drive long-term process improvements. This is a high-impact role with visibility across the organization and a direct influence on customer trust and platform reliability.

• Serve as the primary incident commander for high-severity incidents across our production environment.
• Coordinate real-time troubleshooting efforts across globally distributed engineering and operations teams.
• Provide timely, accurate updates to stakeholders, customers (as needed), and executive leadership.

• Determine appropriate escalation paths and timing to drive fast resolution.
  Collaborate across Engineering, SRE, Product, and Support functions to ensure rapid alignment and resource mobilization.

• Facilitate post-incident reviews for high severity events, ensuring root cause analysis and comprehensive documentation.
• Promote a blameless culture and drive learning-focused retrospectives.

• Ensure follow-up action items are clearly defined, assigned, and completed on schedule.
• Maintain visibility into resolution progress and escalate blockers as needed.

• Enhance incident response practices through process development, tooling improvements, and knowledge sharing.
• Partner with global SRE and Engineering teams to improve observability, monitoring, alerting, and runbook quality.

• Participate in a rotating on-call schedule as a designated incident commander for major incidents.
• Be available during your on-call shift to lead incident calls, coordinate cross-functional teams, and drive resolution.
  Ensure smooth handoffs between on-call rotations and maintain accurate status documentation.
• On-call participation is shared equitably across the team and supported with clear escalation protocols and backup coverage.

• 5+ years of experience in incident management, SRE, or operations roles within SaaS or cloud-native environments.
• Demonstrated ability to lead complex, high-severity incident response efforts across global teams.
• Strong communication and leadership skills, with the ability to stay composed under pressure.
• Experience with observability and incident tooling (e.g., PagerDuty, Opsgenie, Datadog, Splunk, Jira).
• Deep understanding of service reliability principles, escalation strategies, and root cause analysis methodologies.
• Comfortable working across time zones and in a fast-paced, evolving environment.

Why Us?

• You will be joining a cutting-edge company, where you will tackle extraordinary challenges and work with the very best in the industry
• Medical, Vision, Dental, 401(k), Commuter, Health and Dependent FSA
• Unlimited PTO
• Industry-leading gender-neutral parental leave
• Paid company holidays
• Paid sick time
• Employee stock purchase program
• Disability and life insurance
• Employee assistance program
• Gym membership reimbursement
• Cell phone reimbursement
• Numerous company-sponsored events including regular happy hours and team-building events