Twilio10 дней назад
Incident Commander
Зарплата не указана
Remote - Ireland
Обязанности
- 01Serve as Incident Commander across the full range of severities, including our most critical, cross-functional incidents
- 02Orchestrate the incident process company-wide, own the accuracy of incident data, and set standards for how IR lifecycle milestones are met
- 03Enforce incident response practices at all levels and shape which industry best practices Twilio adopts
- 04Identify cross-org gaps and push product groups to prioritize fixes that delay MTTR or block the IR lifecycle
- 05Run multiple concurrent workstreams, deviating from standard process when needed, even across simultaneous incidents
- 06Keep stakeholders informed with clear, timely updates during critical incidents as well as project development
- 07Own key Incident Command documentation and keep it current through change management
- 08Drive quality and accuracy in incident data company-wide
- 09Bring genuine curiosity to every incident, while maintaining focus on incident mitigation and customer communications
- 10Carry that same curiosity into Post Incident Review, helping Incident Owners surface real contributing factors and repair items
- 11Help Product Managers deliver high-quality Reason For Outage documents within SLO, and drive Product Groups to meet their incident response SLOs
- 12Escalate customer issues to the right people, during and after an incident
- 13Lead cross-org projects end-to-end with Product Group leadership and Program Managers
- 14Influence company-wide standards
- 15Evaluate new tools and technology, and represent Twilio externally as a thought leader in incident response
Требования
- 015+ years leading high-severity incident response, including as incident commander for the most critical incidents at a company operating at meaningful scale
- 02Proven ability to influence and enforce incident practices at the Director/VP/C-suite level without formal authority; comfortable being the calm, authoritative voice in the room regardless of who's in it
- 03Experience partnering across functions beyond engineering (e.g. Security, Support, Product) during incident response
- 04Excellent verbal and written communication skills, with experience conveying incident status and risk clearly to executives and customer-facing teams
- 05Ability to size up a situation and make rapid decisions on the right course of action, including across multiple concurrent incidents
- 06Deep understanding of the incident response lifecycle (Gameday, Incident Response, PIR, Betterments), including defining or refining it for an organization
- 07Ability to lead cross-org projects end-to-end: defining milestones, managing risk, and driving them through formal change management
- 08A curious, investigative mindset, asking 'why' past the first plausible answer, both live during an incident and in Post Incident Review, to find what
Условия
- 01Remote-first work
- 02Part of a global team with a follow-the-sun model
- 03Requires working effectively with teams across multiple timezones and geo-locations