Building a comprehensive incident response program, the full-time remote Incident and Escalation Manager will define incident criteria, train incident commanders, and manage customer communications during critical situations while personally participating in the incident command rotation. Key responsibilities Define incident criteria and severity models, establishing response-time targets and command structures Train and manage the incident commander rotation, ensuring effective incident response and customer communication Oversee post-incident reviews and customer-facing root cause analyses, maintaining relationships and tracking action items to closure Required qualifications 8 to 12 years of experience in incident management, escalation management, or technical program management within a large-scale infrastructure or platform company Proven track record of building or significantly contributing to an incident and escalation program, including establishing an incident commander rotation Hands-on experience with incident management tools such as PagerDuty or Opsgenie and familiarity with Slack workflows Strong decision-making skills under pressure, with the ability to communicate clearly and effectively in high-stress situations Technical understanding of telephony or real-time systems, with the ability to engage in technical discussions