Incident Commander

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Act as the Incident Commander across a diverse range of severities, including the most critical, cross-functional incidents. Oversee the incident process throughout the company, ensure the accuracy of incident data, and establish standards for meeting Incident Response (IR) lifecycle milestones.

• Implement incident response protocols at all levels and determine which industry best practices Twilio should adopt. Identify gaps across the organization and advocate for product teams to prioritize fixes that could extend Mean Time to Recovery (MTTR) or hinder the IR lifecycle. Manage multiple concurrent workstreams, adapting standard processes as necessary, even during simultaneous incidents.

• Keep stakeholders updated with clear and timely information during critical incidents and project developments. Maintain essential Incident Command documentation and ensure it is updated through change management. Promote quality and precision in incident data across the company.

• Approach every incident with genuine curiosity while remaining focused on mitigation efforts and customer communications. Bring that same curiosity to Post Incident Reviews, aiding Incident Owners in identifying true contributing factors and necessary corrective actions.

• Assist Product Managers in creating high-quality Reason For Outage documents within Service Level Objectives (SLO), and motivate Product Groups to achieve their incident response SLOs. Elevate customer issues to the appropriate personnel during and after an incident.

• Lead cross-organizational projects from inception to completion alongside Product Group leadership and Program Managers. Influence company-wide standards, assess new tools and technologies, and represent Twilio externally as a thought leader in incident response.

⛳️ Requirements

• Over 5 years of experience leading high-severity incident responses, including serving as incident commander for critical incidents in a large-scale operating environment.

• Demonstrated ability to influence and enforce incident practices at the Director/VP/C-suite level without formal authority; capable of being the composed, authoritative voice regardless of the audience.

• Experience collaborating across functions beyond engineering, such as Security, Support, and Product, during incident responses.

• Exceptional verbal and written communication skills, with a track record of clearly conveying incident status and risks to executives and customer-facing teams.

• Ability to quickly assess situations and make swift decisions on the appropriate course of action, including managing multiple concurrent incidents.

• Comprehensive understanding of the incident response lifecycle (Gameday, Incident Response, Post-Incident Review, Betterments), including the ability to define or refine it for an organization.

• Capability to lead cross-organizational projects end-to-end: setting milestones, managing risks, and guiding them through formal change management processes.

• A curious and investigative mindset, consistently asking "why" beyond the first plausible answer, both during incidents and in Post-Incident Reviews, to uncover the underlying issues.

🏝️ Benefits

• Competitive salary

• Generous vacation policy

• Comprehensive parental and wellness leave

• Healthcare coverage

• Retirement savings plan

• And much more