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