Senior Escalation & Incident Manager

We are seeking a Senior Escalation & Incident Manager to own the end-to-end experience for our most complex and critical customer issues.

Requirements

• 6+ years of experience in escalation & incident management, SRE, or production operations in a cloud/SaaS environment
• Proven experience leading high-severity incident response in complex distributed systems
• Experience working in 24/7 on-call or escalation environments
• Familiarity with compliance or security incident response
• Experience building or scaling incident management programs
• Strong understanding of: Cloud platforms (AWS, GCP, Azure), Observability tools (logs, metrics, tracing)
• Exceptional communication skills with the ability to remain calm under pressure
• Experience influencing cross-functional teams without direct authority
• Ability to communicate effectively with both technical teams and executive stakeholders
• Strong focus on process improvement and operational rigor
• Data-driven approach to identifying trends and driving improvements

Benefits

• Freedom & flexibility; fit your work around your life
• Designated quarterly Whaleness Days plus end of year Whaleness break
• Home office setup; we want you comfortable while you work
• 16 weeks of paid Parental leave
• Technology stipend equivalent to $100 net/month
• PTO plan that encourages you to take time to do the things you enjoy
• Training stipend for conferences, courses and classes
• Equity; we are a growing start-up and want all employees to have a share in the success of the company
• Docker Swag
• Medical benefits, retirement and holidays vary by country

Originally posted on Himalayas