Incident Commander

🔥 5 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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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 all severity levels, including critical cross-functional incidents • Orchestrate the incident process company-wide and maintain accurate incident data • Set and enforce incident response standards and lifecycle milestones • Identify cross-organizational gaps and drive prioritization of fixes that reduce MTTR or unblock the incident response lifecycle • Run multiple concurrent workstreams and incidents, deviating from standard processes when necessary • Provide clear, timely stakeholder updates during critical incidents and project development • Maintain Incident Command documentation through change management • Lead incident mitigation, customer communications, and Post Incident Reviews • Help Product Managers deliver Reason For Outage documents within SLO • Drive Product Groups to meet incident response SLOs and escalate customer issues appropriately • Lead cross-organizational projects end-to-end with Product Group leadership and Program Managers • Evaluate incident response tools and technology and represent Twilio externally as a thought leader

🎯 Requirements

• 5+ years leading high-severity incident response, including serving as incident commander for the most critical incidents at meaningful scale • Ability to influence and enforce incident practices at Director, VP, and C-suite levels without formal authority • Experience partnering across functions beyond engineering, such as Security, Support, and Product • Excellent verbal and written communication skills, including conveying incident status and risk to executives and customer-facing teams • Ability to make rapid decisions across multiple concurrent incidents • Deep understanding of the incident response lifecycle, including Gameday, Incident Response, PIR, and Betterments • Ability to lead cross-organizational projects end-to-end, including milestones, risk management, and formal change management • Curious, investigative mindset focused on finding underlying causes • Understanding of modern engineering technology stacks and tooling (desired) • Experience with Twilio products and services (desired) • Certification in Incident Management, Security Incident Management, program/project management, Six Sigma, Scrum, or similar (desired)

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental leave • Wellness leave • Healthcare • Retirement savings program • Volunteering and donation support