Vapi

1 month ago

Incident and Escalation Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Build and scale Vapi’s incident and escalation program for voice AI infrastructure. You will define incident criteria, create a formal severity model, design live-incident workflows, stand up an on-call rotation, and own the customer communications and post-incident processes to protect renewals and guide engineering roadmap.

Location: San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Software Engineering

Key Responsibilities

•Define what counts as an incident and what does not, with entrance and exit criteria that protect engineering from noise
•Design the live incident runs: command structure, update cadence, single source of truth, decision rights, and escalation rules
•Build and train the incident commander rotation with a balance of human and AI resources
•Own the pager and participate in the rotation, building the runbook library and on-call setup (paging, escalation policies, incident channels, status page)
•Stand up customer communication templates for each severity and channel, and govern the customer credit process and related workflows

Pay and Benefits

Salary: USD 180,000 - 250,000 annually

Equity and Bonus:Equity

Key Requirements

•8 to 12 years in incident management, escalation management, technical support escalations, or technical program management, ideally at infrastructure, telephony, or platform-scale companies
•Track record building an incident and escalation program from zero or growing a meaningful part of one, including standing up an incident commander rotation
•Hands-on familiarity with incident tooling such as PagerDuty, incident.io, Opsgenie, and the Slack and status-page workflows around them
•Calm under pressure with gravitas to direct a response and keep distractions from a call
•Willingness to work part of the incident commander rotation, including off-hours shifts in the first year

Experience:TelephonyEnterpriseReal-time systems

Skills:Calm under pressureWritten communicationDecision makingProblem solvingStakeholder management

Tech Stack:PagerDutyIncident.ioOpsgenieSlackStatuspage

Company Brief

Vapi

Provides AI-powered tools that help developers build, test, and document APIs using natural language and automation, simplifying integration and accelerating API development while offering SDK generation, mock servers, and team collaboration features.

Industry: Developer Tools

Website

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Vapi

1 month ago

Incident and Escalation Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Software Engineering

Key Responsibilities

•Define what counts as an incident and what does not, with entrance and exit criteria that protect engineering from noise
•Design the live incident runs: command structure, update cadence, single source of truth, decision rights, and escalation rules
•Build and train the incident commander rotation with a balance of human and AI resources
•Own the pager and participate in the rotation, building the runbook library and on-call setup (paging, escalation policies, incident channels, status page)
•Stand up customer communication templates for each severity and channel, and govern the customer credit process and related workflows

Pay and Benefits

Salary: USD 180,000 - 250,000 annually

Equity and Bonus:Equity

Key Requirements

•8 to 12 years in incident management, escalation management, technical support escalations, or technical program management, ideally at infrastructure, telephony, or platform-scale companies
•Track record building an incident and escalation program from zero or growing a meaningful part of one, including standing up an incident commander rotation
•Hands-on familiarity with incident tooling such as PagerDuty, incident.io, Opsgenie, and the Slack and status-page workflows around them
•Calm under pressure with gravitas to direct a response and keep distractions from a call
•Willingness to work part of the incident commander rotation, including off-hours shifts in the first year

Experience:TelephonyEnterpriseReal-time systems

Skills:Calm under pressureWritten communicationDecision makingProblem solvingStakeholder management

Tech Stack:PagerDutyIncident.ioOpsgenieSlackStatuspage

Company Brief

Vapi

Industry: Developer Tools

Website