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.

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Hiring and how we work

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

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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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 Twilios incident response function as one of the companys 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

Youll be one of the senior voices VPs and C-suite leaders turn to for a clear, accurate read on whats happening and whats next You approach every incident with genuine curiosity — pushing past the first plausible explanation to find whats really going on — and bring that same curiosity to the retrospective once the dust settles

Beyond the incident room, youll 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