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.

As Twilio's next Incident Commander, you will help own and strategically evolve Twilio's incident response function. You will be capable of facilitating incidents across the full range of severities, including our highest-severity incidents. You will orchestrate response across a wide range of business functions, not just engineering.

Responsibilities:

• Serve as Incident Commander across the full range of severities, including our most critical, cross-functional incidents.
• Enforce incident response practices at the Director and VP level and shape which industry best practices Twilio adopts.
• Keep VPs and C-level stakeholders informed with clear, timely updates during critical incidents.
• 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.

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, with experience conveying incident status and risk clearly to executives and customer-facing teams.

Location: Remote - US (not eligible to be hired in CA, CT, NJ, NY, PA, WA)

Compensation: The estimated pay ranges for this role are $171,220 - $213,900.