Incident Commander

This position is needed to help own and strategically evolve Twilio's incident response function as one of the company's Incident Commanders. 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. VPs, C-suite leaders, Triage Engineers, Incident Owners, and customer facing teams will turn to you for a clear, accurate read on what's happening and what's next. You approach every incident with genuine curiosity, pushing past the first plausible explanation to find what's really going on, and bring that same curiosity to the retrospective once the dust settles.

Beyond the incident bridge, you will own and influence the incident response process and tooling strategy for the company. Helping set company-wide response standards, defining response OKRs, and driving cross-org adoption of the practices that reduce MTTR and prevent recurrence. This position is part of a global team with a follow-the-sun model and requires working effectively with teams across multiple timezones and geo-locations.

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 all levels 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. Run multiple concurrent workstreams, deviating from standard process when needed, even across simultaneous incidents.
• Keep stakeholders informed with clear, timely updates during critical incidents as well as project development. Own key Incident Command documentation and keep it current through change management. Drive quality and accuracy in incident data company-wide.
• Bring genuine curiosity to every incident, while maintaining focus on incident mitigation and customer communications. Carry that same curiosity into Post Incident Review, helping Incident Owners surface real contributing factors and repair items.
• Help Product Managers deliver high-quality Reason For Outage documents within SLO, and drive Product Groups to meet their incident response SLOs. Escalate customer issues to the right people, during and after an incident.
• Lead cross-org projects end-to-end with Product Group leadership and Program Managers. Influence company-wide standards. Evaluate new tools and technology, and represent Twilio externally as a thought leader in incident response.