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. 

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

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 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

In this role, you will:

• 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 a