About this role
Reorting to: Reliability Officer / VP Engineering
Schedule: Rotating 4-day on / 3-day off shift, 32 hrs/week, part of 24/7 coverage across three
8-hour shifts
What You'll Do
● Serve as Incident Commander for Sev 1–4 incidents, owning coordination,
communication, and resolution from declaration to closure.
● Perform initial triage — gather basic diagnostics, follow runbooks — then escalate to the
right owner with a clear summary of findings and impact.
● Own the incident retro process: scheduling, facilitating blameless postmortems, and
driving action items to closure.
● Debrief with engineering teams each shift to capture lessons learned and flag process
gaps.
● Create and maintain incident playbooks with SMEs, keeping documentation current.
● Lead monthly dry runs and readiness exercises across teams.
● Facilitate weekly on-call debriefs to surface pain points and track improvement tickets.
● Report incident metrics (MTTR, retro completion time) to leadership on a regular
cadence.
● Support operational governance, including change management reviews.
What You Bring
● Experience leading incident response as an Incident Commander or Major Incident
Manager during high-severity outages.
● Strong composure and decision-making under pressure, able to direct SMEs without
being the deepest technical expert.
● Excellent communication skills, translating technical situations for engineers and
executives alike.
● Experience running structured postmortems or root-cause analysis.
● Strong organizational skills to track multiple action items and deadlines.
● Ability to follow documented playbooks and exercise judgement regarding the need for
escalation.
● Experience with Jira/Confluence for incident tracking and documentation.
● Ability to work rotating shifts, including nights/weekends.
Preferred Qualifications
● Background in IT service management, operations, or program management.
● Familiarity with basic monitoring/dashboard concepts.
● Experience facilitating cross-functional meetings or change initiatives.
● Data analysis or reporting experience for leadership updates.
● ITIL certification or equivalent incident/problem management training.