Senior Incident Commander

This is a fully remote position, open to applicants in California, +9 more states.

📋 Description

• Act as a subject matter expert for Docusign's incident management.

• Oversee and guide complex, sensitive, and significant incidents until resolution.

• Collaborate with SRE, Service Owners, and internal teams to develop containment and remediation strategies.

• Produce high-quality root-cause analyses and conduct post-incident reviews.

• Champion enhancements to reduce the frequency and severity of incidents.

• Monitor, assess, and report on incident management programs, processes, and metrics.

• Execute automated procedures to reliably capture incident data.

• Examine incident trends, operational success metrics, anomalies, correlations, and improvement opportunities.

• Utilize monitoring and automation tools to decrease response times and avert recurrence.

• Engage with senior leaders and generate communications for technical, non-technical, customer-facing, and internal audiences.

• Prioritize and categorize incidents based on their impact and urgency.

• Mobilize resources, manage escalation paths, and initiate crisis incident responses as necessary.

• Participate in a rotational 24x7x365 shift schedule.

• Conduct daily reporting, ticket management, and general production assurance tasks.

⛳️ Requirements

• Over 8 years of experience in Incident Management, including leadership during major incidents and high-severity situations.

• Proficient in operating and implementing Incident Management tools.

• Familiarity with monitoring platforms and applications such as Prometheus, Grafana, Azure Data Explorer, and Incident.io.

• Knowledgeable in cloud and on-premise system architecture and design.

• Skilled in troubleshooting techniques and problem-solving within a 24x7x365 environment.

• Ability to analyze incidents from a customer perspective and drive them toward mitigation.

• Capability to lead incident calls confidently and independently to achieve successful resolutions.

• Strong skills in cross-functional collaboration.

• Competence in navigating complex, large enterprise business environments.

• Experience in process improvement, including process analysis and implementing suggested solutions.

• Background in managing intricate security and privacy investigations.

• Excellent oral and written communication skills for both technical and non-technical audiences.

• Ability to influence and manage without direct authority.

• Understanding of infrastructure dependencies and system integrations.

• Experience in mitigation related to microservices architecture, CI/CD pipelines, network architecture, data storage solutions, and virtualization in hybrid environments.

🏝️ Benefits

• Company bonus plan for non-sales roles, calculated as a percentage of eligible wages and contingent on company performance.

• Restricted Stock Units (RSUs).

• Paid time off and paid company holidays, varying by region.

• Up to six months of paid parental leave.

• Comprehensive health benefits plans, including options for 100% employer-paid and minimum employee-contribution plans from day one.

• Retirement and pension programs with potential employer contributions.

• Access to coaching, online courses, and education reimbursements.

• Paid compassionate care leave following the loss of a loved one and other significant life events.

• Remote work designation.