Incident Commander
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Job Description
Incident Commander evolving Twilio’s global incident response for its communications platform. Coordinating critical incidents, reducing MTTR, and driving company-wide response standards.
Responsibilities:
- Serve as Incident Commander across all severity levels, including critical cross-functional incidents
- Orchestrate the incident process company-wide and maintain accurate incident data
- Set and enforce incident response standards and lifecycle milestones
- Identify cross-organizational gaps and drive prioritization of fixes that reduce MTTR or unblock the incident response lifecycle
- Run multiple concurrent workstreams and incidents, deviating from standard processes when necessary
- Provide clear, timely stakeholder updates during critical incidents and project development
- Maintain Incident Command documentation through change management
- Lead incident mitigation, customer communications, and Post Incident Reviews
- Help Product Managers deliver Reason For Outage documents within SLO
- Drive Product Groups to meet incident response SLOs and escalate customer issues appropriately
- Lead cross-organizational projects end-to-end with Product Group leadership and Program Managers
- Evaluate incident response tools and technology and represent Twilio externally as a thought leader
Requirements:
- 5+ years leading high-severity incident response, including serving as incident commander for the most critical incidents at meaningful scale
- Ability to influence and enforce incident practices at Director, VP, and C-suite levels without formal authority
- Experience partnering across functions beyond engineering, such as Security, Support, and Product
- Excellent verbal and written communication skills, including conveying incident status and risk to executives and customer-facing teams
- Ability to make rapid decisions across multiple concurrent incidents
- Deep understanding of the incident response lifecycle, including Gameday, Incident Response, PIR, and Betterments
- Ability to lead cross-organizational projects end-to-end, including milestones, risk management, and formal change management
- Curious, investigative mindset focused on finding underlying causes
- Understanding of modern engineering technology stacks and tooling (desired)
- Experience with Twilio products and services (desired)
- Certification in Incident Management, Security Incident Management, program/project management, Six Sigma, Scrum, or similar (desired)
Benefits:
- Competitive pay
- Generous time off
- Ample parental leave
- Wellness leave
- Healthcare
- Retirement savings program
- Volunteering and donation support
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