Incident Commander

🔥 0 minutes ago

🏄 California, Connecticut, +4 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🔔 Pennsylvania – Remote ☕ Washington – Remote

💵 $171.2k - $213.9k / year

⏰ Full Time

🟠 Senior

🔴 Lead

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Serve as Incident Commander across the full range of severities, including our most critical, cross-functional incidents. • Enforce incident response practices at the Director and VP level and shape which industry best practices Twilio adopts. • Keep VPs and C-level stakeholders informed with clear, timely updates during critical incidents. • Mentor and train Incident Commanders and engineering teams, with the goal of removing yourself as a single point of failure. • Help Product Managers deliver high-quality Reason For Outage documents within SLO, and drive Product Groups to meet their incident response SLAs/SLOs. • Own the 1-3 year strategic vision for incident response process and tooling.

🎯 Requirements

• 8+ years leading high-severity incident response, including as incident commander for the most critical incidents at a company operating at meaningful scale. • Track record of driving company-wide incident response strategy and standards, including setting OKRs and leading multi-team, multi-region adoption over a 1-3 year horizon. • Proven ability to influence and enforce 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. • Experience mentoring and upleveling other incident commanders, aimed at raising all boats within a response organization. • 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 retrospective, to find what's actually going on.

🏖️ Benefits

• Health care insurance • 401(k) retirement account • Paid sick time • Paid personal time off • Paid parental leave