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.
