Incident Commander

Who we are

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

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you're part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we're acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!


Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.


See yourself at Twilio

Join the team as Twilio's next Incident Commander

About the job

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. 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. You'll be one of the senior voices VPs and C-suite leaders turn to 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 room, you'll help own the 12-month incident response process and tooling strategy for the company: setting company-wide response standards, defining response OKRs, and driving cross-org adoption of the practices that reduce MTTR and prevent recurrence. You mentor and uplift other Incident Commanders and teams across departments, actively working to remove yourself as a single point of failure. 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

In this role, you will:

• BE AN OWNER: 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.
• NOT SETTLE: 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. Run multiple concurrent workstreams - deviating from standard process when needed, even across simultaneous incidents.
• WRITE IT DOWN: 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. Drive quality and accuracy in incident data company-wide.
• EMPOWER OTHERS: Mentor and train Incident Commanders and engineering teams, with the goal of removing yourself as a single point of failure. Peer-review other ICs' work and surface trends that drive company-wide improvement. Bring genuine curiosity to every incident - asking "why" past the first plausible answer - and carry that same curiosity into Post Incident Review, helping Incident Owners surface real contributing factors and repair items.
• WEAR THE CUSTOMER'S SHOES: Help Product Managers deliver high-quality Reason For Outage documents within SLO, and drive Product Groups to meet their incident response SLAs/SLOs. Escalate customer issues to the right people, during and after an incident.
• Be A Builder: 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. Influence C-level and VP leaders on IR direction, define company-wide standards, and set Response OKRs. Evaluate new tools and technology, and represent Twilio externally as a thought leader in incident response.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 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; comfortable being the calm, authoritative voice in the room regardless of who's in it.
• Experience partnering across functions beyond engineering (e.g. Security, Support, Product) during incident response.
• Excellent verbal and written communication skills, with experience conveying incident status and risk clearly to executives and customer-facing teams.
• Ability to size up a situation and make rapid decisions on the right course of action, including across multiple concurrent incidents.
• Experience mentoring and upleveling other incident commanders, aimed at raising all boats within a response organization.
• Deep understanding of the incident response lifecycle (Gameday, Incident Response, PIR, Betterments), including defining or refining it for an organization.
• Ability to lead cross-org projects end-to-end: defining milestones, managing risk, and driving them through formal change management.
• A curious, investigative mindset - asking "why" past the first plausible answer, both live during an incident and in retrospective, to find what's actually going on.

Desired:

• Understanding of modern engineering tech stack and tooling.
• Experience with Twilio products and services.
• Certification(s) in Incident Management (CEIM), Security Incident Management (CSIRT), ITIL, program management/project management, Six Sigma, Scrum, or similar.

Location

This role will be remote, but not eligible to hired in the SF Bay area

Travel

For this role, you may be offered to travel to participate in project meetings.

What we offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $171,220 - $213,900.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $181,200 - $226,500
• This role may be eligible to participate in Twilio's equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The estimated pay ranges for this role are as follows:

• This role may be eligible to participate in Twilio's equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Application deadline Information

Applications for this role will be accepted on an ongoing basis.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.