Incident Commander
Core
Own and strategically evolve Twilio's incident response function, facilitating high-severity incidents and orchestrating cross-functional response.
Role type
Senior Incident Commander (Strategy & Operations)
Builds
Company-wide incident response standards, tooling strategy, and cross-org adoption of practices to reduce MTTR.
Domain
SaaS / Cloud Communications / Incident Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Leading high-severity incident response, influencing without formal authority, cross-functional partnership, rapid decision-making, incident lifecycle expertise, cross-org project leadership, investigative mindset
Preferred skills
Modern engineering tech stack understanding, Twilio product knowledge, Incident Management certifications
Technologies
Incident response tooling, change management systems
Responsibilities
Serve as Incident Commander for critical cross-functional incidents; orchestrate company-wide incident process and data accuracy; enforce incident response practices and identify cross-org gaps; drive quality in incident data and Reason For Outage documents; lead cross-org projects end-to-end; represent Twilio externally as a thought leader
Seniority
Senior, hands-on IC with strategic influence
