Senior Escalation & Incident Manager

🕒 April 11

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Docker, Inc

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $105M Series C on 2022-03

At Docker, we simplify the lives of developers who are making world-changing apps. Docker helps developers bring their ideas to reality by conquering the complexity of app development. We simplify and accelerate workflows with an integrated development pipeline and application components. Actively used by millions of developers around the world, Docker Desktop and Docker Hub provide unmatched simplicity, agility and choice.

📋 Description

• Own the escalation lifecycle from intake to resolution — ensuring cases are triaged accurately, prioritized by business impact, assigned to the right resource, and driven to closure without falling through the cracks. • Maintain hands-on involvement in the most critical escalations, providing guidance, coordinating engineering resources, and managing stakeholder communication in real time. • Mentor, grow, and support a global team of Support Leaders and Engineers. • Serve as a primary point of contact for enterprise customers and internal stakeholders during high-severity escalations and incidents. • Build strong working relationships with Engineering and Product to ensure escalated issues and incidents receive timely attention and appropriate prioritization. • Help define and maintain the escalation/incident criteria, process flow, SLA/SLO commitments, and communication protocols that govern how issues/incidents are handled. • Own the KPIs that reflect escalation and incident team performance — Report regularly to Support and Engineering leadership with trend analysis and actionable recommendations.

🎯 Requirements

• 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 • Familiarity with compliance or security incident response • Experience building or scaling incident management programs • Strong understanding of: Cloud platforms (AWS, GCP, Azure), Observability tools (logs, metrics, tracing) • Exceptional communication skills with the ability to remain calm under pressure • Experience influencing cross-functional teams without direct authority • Ability to communicate effectively with both technical teams and executive stakeholders • Strong focus on process improvement and operational rigor • Data-driven approach to identifying trends and driving improvements.

🏖️ Benefits

• Freedom & flexibility; fit your work around your life • Designated quarterly Whaleness Days plus end of year Whaleness break • Home office setup; we want you comfortable while you work • 16 weeks of paid Parental leave • Technology stipend equivalent to $100 net/month • PTO plan that encourages you to take time to do the things you enjoy • Training stipend for conferences, courses and classes • Equity; we are a growing start-up and want all employees to have a share in the success of the company • Docker Swag • Medical benefits, retirement and holidays vary by country • Remote-first culture, with offices in Seattle and Paris