Incident Commander

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Serve as Incident Commander across the full range of severities, including critical, cross-functional incidents.
• 2
  Orchestrate the incident process company-wide, own the accuracy of incident data, and set standards for how IR lifecycle milestones are met.
• 3
  Enforce incident response practices at the Director and VP level and shape which industry best practices Twilio adopts.
• 4
  Identify cross-org gaps and push product groups to prioritize fixes that delay MTTR or block the IR lifecycle.
• 5
  Run multiple concurrent workstreams, deviating from standard process when needed, even across simultaneous incidents.
• 6
  Keep VPs and C-level stakeholders informed with clear, timely updates during critical incidents.
• 7
  Mentor and train Incident Commanders and engineering teams, with the goal of removing yourself as a single point of failure.

RequirementsAI-extracted

• 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.
• 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.

Perks & BenefitsAI-extracted