Incident Commander

Twilio
Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont
Workplace: RemoteFull timeUSD 171,220 - 213,900 annuallyFunction: Program & Project Management (PMO)Skills: ["Communication","Decision-making","Mentoring","Cross-functional collaboration","Investigative mindset"]

Own and evolve the company’s incident response function as a senior Incident Commander, facilitating high-severity, cross-functional incidents and ensuring incident data accuracy. Set company-wide incident response standards, define response OKRs, and drive 1–3 year process and tooling strategy that reduces MTTR and prevents recurrence. Provide clear executive communications, mentor other incident commanders, and lead cross-org projects end-to-end with Program Managers and Product Group leadership.

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FursaFursa
Twilio
Twilio
1 month ago

Incident Commander

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Source: Company careers pageValidated by: Fursa AI
Last checked: 20 hours agoStatus: Live

Job Summary

Own and evolve the company’s incident response function as a senior Incident Commander, facilitating high-severity, cross-functional incidents and ensuring incident data accuracy. Set company-wide incident response standards, define response OKRs, and drive 1–3 year process and tooling strategy that reduces MTTR and prevents recurrence. Provide clear executive communications, mentor other incident commanders, and lead cross-org projects end-to-end with Program Managers and Product Group leadership.
Location: Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont
Workplace: Remote
Employment Type: Full time
Job Function: Program & Project Management (PMO)

Key Responsibilities

  • •Serve as Incident Commander across the full range of severities, orchestrating the incident process company-wide and setting standards for IR lifecycle milestones.
  • •Enforce incident response practices at the Director and VP level; identify cross-org gaps and drive product groups to prioritize fixes that reduce MTTR.
  • •Provide clear, timely updates to VPs and C-suite stakeholders; own incident command documentation and maintain incident data quality.
  • •Mentor and train incident commanders and engineering teams; peer-review other ICs’ work and drive improvements via Post Incident Reviews.
  • •Own the 1–3 year strategic vision for incident response process and tooling, leading cross-org projects end-to-end and evaluating new tools and technology.
Travel: Low travel

Pay and Benefits

Salary: USD 171,220 - 213,900 annually
Equity and Bonus:Equity
Perks:Health Insurance401kPaid SickPaid PersonalParental Leave

Key Requirements

  • •8+ years leading high-severity incident response, including serving as incident commander for the most critical incidents at a scaled company.
  • •Track record driving company-wide incident response strategy and standards, including setting OKRs and leading multi-team, multi-region adoption over 1–3 years.
  • •Influence and enforce incident response practices at the Director/VP/C-suite level without formal authority.
  • •Partner across functions beyond engineering (e.g., Security, Support, Product) during incident response.
  • •Strong communication and decision-making skills, including conveying incident status and risk to executives and customer-facing teams.
Skills:CommunicationDecision-makingMentoringCross-functional collaborationInvestigative mindset
Certifications:CEIMCSIRTITILSix SigmaScrum
Languages:English

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn