Staff Incident Manager
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Key skills for this role
About the Role
Lead end-to-end response to critical production incidents, coordinating cross-functional engineering teams to ensure fast resolution and long-term operational resilience. Drive improvements in incident management processes, on-call programs, and blameless postmortems in a globally distributed environment.
Key Skills for This Role
Responsibilities
- Lead end to end management of major and critical production incidents, coordinating stakeholders from detection through resolution
- Drive improvements in operational reliability by reducing MTTD, Mean Time to Engage, and MTTR
- Manage and optimize the on call program, including rotations, escalation policies, alert quality, and paging processes
- Coordinate clear and timely communication during incidents, including internal stakeholder updates and customer facing status communications
- Facilitate blameless postmortems, ensuring actionable follow up items are documented, assigned, and completed
- Translate recurring operational issues into long term reliability initiatives by collaborating with engineering teams
- Define and maintain incident management standards, including severity frameworks, operational procedures, response playbooks, and governance
- Monitor and report on incident trends, service reliability, SLA and SLO performance, and operational health to engineering leadership
Requirements
- 7+ years of experience in incident management, site reliability, production operations, or related technical role
- Proven experience leading major incident response in production environments
- Strong understanding of distributed systems, cloud native infrastructure, and modern production operations
- Experience designing or evolving incident management frameworks
- Hands on familiarity with observability platforms (monitoring, logging, tracing, alerting, incident response)
- Experience with incident management and paging platforms such as PagerDuty or OpsGenie
- Demonstrated ability to conduct blameless postmortems
- Excellent written and verbal communication skills
- Strong leadership, organizational, and decision making skills
- Advanced English proficiency
- Willingness to participate in on call rotation and respond to critical incidents outside standard business hours
Full Job Posting
Role Overview
- Lead end to end response to critical production incidents, ensuring fast resolution while strengthening long term operational resilience.
- Coordinate cross functional engineering teams during high impact events, establish best practices for incident management, and continuously improve reliability processes.
- Work in a remote, globally distributed environment, driving operational excellence through structured communication, measurable performance improvements, and blameless postmortems.
Accountabilities
- Lead the end to end management of major and critical production incidents, coordinating stakeholders from detection through resolution while ensuring structured decision making and timely escalation.
- Drive improvements in operational reliability by reducing key metrics such as Mean Time to Detect (MTTD), Mean Time to Engage, and Mean Time to Recover (MTTR).
- Manage and optimize the on call program, including rotations, escalation policies, alert quality, and paging processes to improve engineer effectiveness and reduce alert fatigue.
- Coordinate clear and timely communication during incidents, including internal stakeholder updates and customer facing status communications in partnership with support teams.
- Facilitate blameless postmortems, ensuring actionable follow up items are documented, assigned, and completed to prevent recurring incidents.
- Translate recurring operational issues into long term reliability initiatives by collaborating with engineering teams on roadmap planning.
- Define and maintain incident management standards, including severity frameworks, operational procedures, response playbooks, and governance.
- Monitor and report on incident trends, service reliability, SLA and SLO performance, and operational health to engineering leadership.
Requirements
- 7+ years of experience in incident management, site reliability, production operations, or a related technical role supporting customer facing systems.
- Proven experience leading major incident response in production environments, ideally as an Incident Commander or within a dedicated incident management function.
- Strong understanding of distributed systems, cloud native infrastructure, and modern production operations.
- Experience designing or evolving incident management frameworks, including severity models, runbooks, on call programs, and operational processes.
- Hands on familiarity with observability platforms covering monitoring, logging, tracing, alerting, and incident response; experience with Datadog is strongly preferred.
- Experience using incident management and paging platforms such as PagerDuty, OpsGenie, or similar tools, along with status page solutions.
- Demonstrated ability to conduct blameless postmortems that drive meaningful operational improvements.
- Excellent written and verbal communication skills, with the ability to communicate effectively during high pressure situations.
- Strong leadership, organizational, and decision making skills, with the ability to coordinate multiple technical teams during critical events.
- Advanced English proficiency is required.
- Willingness to participate in an on call rotation and respond to critical incidents outside standard business hours.
Benefits
- Competitive compensation package.
- Fully remote work with the flexibility to work from anywhere.
- One time home office allowance to set up a productive remote workspace.
- Company provided work equipment.
- Stock options.
- Comprehensive health insurance coverage.
- Flexible paid time off.
- Professional development opportunities, including language, technical, and personal growth courses.
- Opportunity to work within a globally distributed engineering organization focused on innovation, reliability, and operational excellence.
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