Incident Commander

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

📋 Description

• Serve as Incident Commander across the full range of severities, including our most critical, cross-functional incidents. Orchestrate the incident process company-wide, own the accuracy of incident data, and set standards for how IR lifecycle milestones are met. • Enforce incident response practices at all levels and shape which industry best practices Twilio adopts. Identify cross-org gaps and push product groups to prioritize fixes that delay MTTR or block the IR lifecycle. Run multiple concurrent workstreams, deviating from standard process when needed, even across simultaneous incidents. • Keep stakeholders informed with clear, timely updates during critical incidents as well as project development. Own key Incident Command documentation and keep it current through change management. Drive quality and accuracy in incident data company-wide. • Bring genuine curiosity to every incident, while maintaining focus on incident mitigation and customer communications. Carry that same curiosity into Post Incident Review, helping Incident Owners surface real contributing factors and repair items. • Help Product Managers deliver high-quality Reason For Outage documents within SLO, and drive Product Groups to meet their incident response SLOs. Escalate customer issues to the right people, during and after an incident. • Lead cross-org projects end-to-end with Product Group leadership and Program Managers. Influence company-wide standards. Evaluate new tools and technology, and represent Twilio externally as a thought leader in incident response.

🎯 Requirements

• 5+ years leading high-severity incident response, including as incident commander for the most critical incidents at a company operating at meaningful scale. • Proven ability to influence and enforce incident practices at the Director/VP/C-suite level without formal authority; comfortable being the calm, authoritative voice in the room regardless of who's in it. • Experience partnering across functions beyond engineering (e.g. Security, Support, Product) during incident response. • Excellent verbal and written communication skills, with experience conveying incident status and risk clearly to executives and customer-facing teams. • Ability to size up a situation and make rapid decisions on the right course of action, including across multiple concurrent incidents. • Deep understanding of the incident response lifecycle (Gameday, Incident Response, PIR, Betterments), including defining or refining it for an organization. • Ability to lead cross-org projects end-to-end: defining milestones, managing risk, and driving them through formal change management. • A curious, investigative mindset, asking "why" past the first plausible answer, both live during an incident and in Post Incident Review, to find what's actually going on.

🏖️ Benefits

• competitive pay • generous time off • ample parental and wellness leave • healthcare • a retirement savings program • much more