Incident and Escalation Manager
Core
Design and build the incident response and escalation program for a Voice AI platform handling millions of minutes of enterprise traffic, ensuring business-critical reliability and customer trust.
Role type
Senior Incident and Escalation Manager (Program Builder)
Builds
Incident response program, escalation protocols, on-call tooling, and customer communication frameworks.
Domain
Telecommunications infrastructure / Voice AI / Enterprise SaaS
Deliverable
production ML models | infrastructure | client delivery
Required skills
Incident management program design, escalation matrix creation, on-call rotation leadership, stakeholder governance, post-incident review facilitation, customer relationship management, technical program management, cross-functional partnership building, metrics definition, crisis communication.
Preferred skills
Experience in infrastructure or telephony companies, familiarity with PagerDuty/Opsgenie, knowledge of carrier dynamics, hiring experience.
Technologies
PagerDuty, incident.io, Opsgenie, Slack, Status pages
Responsibilities
Define incident severity models and response targets, design incident command structures and runbooks, build and train the incident commander rotation, own the pager and participate in shifts, establish incident tooling and status pages, manage customer communications and credits, lead blameless post-incident reviews, handle high-severity escalations, partner with engineering and support teams, report metrics to executives.
Seniority
Senior, hands-on IC with program ownership
