Incident Commander

At Twilio, we're shaping the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

This position is needed to help own and strategically evolve Twilio's incident response function as one of the company's most senior Incident Commanders, working alongside other senior ICs on the team.

Responsibilities

• Serve as Incident Commander across the full range of severities, including our most critical, cross-functional incidents. Orchestrate the incident process company-wide, own the accuracy of incident data, and set standards for how IR lifecycle milestones are met.
• Enforce incident response practices at the Director and VP level and shape which industry best practices Twilio adopts. Identify cross-org gaps and push product groups to prioritize fixes that delay MTTR or block the IR lifecycle.
• Keep VPs and C-level stakeholders informed with clear, timely updates during critical incidents. Own key Incident Command documentation and keep it current through change management.
• Mentor and train Incident Commanders and engineering teams, with the goal of removing yourself as a single point of failure.
• Help Product Managers deliver high-quality Reason For Outage documents within SLO, and drive Product Groups to meet their incident response SLAs/SLOs.
• Own the 1-3 year strategic vision for incident response process and tooling. Lead cross-org projects end-to-end with Product Group leadership and Program Managers.

Qualifications

• 8+ years leading high-severity incident response, including as incident commander for the most critical incidents at a company operating at meaningful scale.
• Track record of driving company-wide incident response strategy and standards, including setting OKRs and leading multi-team, multi-region adoption over a 1-3 year horizon.
• Proven ability to influence and enforce practices at the Director/VP/C-suite level without formal authority.
• Experience partnering across functions beyond engineering during incident response.
• Excellent verbal and written communication skills.

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program

Compensation

• Estimated pay ranges: $171,220 - $213,900