Senior Escalation & Incident Manager
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Job Description
Senior Escalation & Incident Manager responsible for resolving critical customer issues for Docker. Working cross-functionally to enhance support processes and customer trust.
Responsibilities:
- Own the escalation lifecycle from intake to resolution — ensuring cases are triaged accurately, prioritized by business impact, assigned to the right resource, and driven to closure without falling through the cracks.
- Maintain hands-on involvement in the most critical escalations, providing guidance, coordinating engineering resources, and managing stakeholder communication in real time.
- Mentor, grow, and support a global team of Support Leaders and Engineers.
- Serve as a primary point of contact for enterprise customers and internal stakeholders during high-severity escalations and incidents.
- Build strong working relationships with Engineering and Product to ensure escalated issues and incidents receive timely attention and appropriate prioritization.
- Help define and maintain the escalation/incident criteria, process flow, SLA/SLO commitments, and communication protocols that govern how issues/incidents are handled.
- Own the KPIs that reflect escalation and incident team performance — Report regularly to Support and Engineering leadership with trend analysis and actionable recommendations.
Requirements:
- 6+ years of experience in escalation & incident management, SRE, or production operations in a cloud/SaaS environment
- Proven experience leading high-severity incident response in complex distributed systems
- Experience working in 24/7 on-call or escalation environments
- Familiarity with compliance or security incident response
- Experience building or scaling incident management programs
- Strong understanding of: Cloud platforms (AWS, GCP, Azure), Observability tools (logs, metrics, tracing)
- Exceptional communication skills with the ability to remain calm under pressure
- Experience influencing cross-functional teams without direct authority
- Ability to communicate effectively with both technical teams and executive stakeholders
- Strong focus on process improvement and operational rigor
- Data-driven approach to identifying trends and driving improvements.
Benefits:
- Freedom & flexibility; fit your work around your life
- Designated quarterly Whaleness Days plus end of year Whaleness break
- Home office setup; we want you comfortable while you work
- 16 weeks of paid Parental leave
- Technology stipend equivalent to $100 net/month
- PTO plan that encourages you to take time to do the things you enjoy
- Training stipend for conferences, courses and classes
- Equity; we are a growing start-up and want all employees to have a share in the success of the company
- Docker Swag
- Medical benefits, retirement and holidays vary by country
- Remote-first culture, with offices in Seattle and Paris
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