Incident Commander

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 impro