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Twilio is seeking an experienced Incident Commander to own and strategically evolve the company's incident response function. In this role, you will serve as Incident Commander across the full range of severities, including the most critical, cross-functional incidents. You will orchestrate incident response processes company-wide, working with VPs, C-suite leaders, engineering teams, and customer-facing teams to provide clear, accurate situational awareness and drive resolution.
Key responsibilities include:
- Facilitate incidents across all severity levels, orchestrating response across multiple business functions beyond engineering alone. Serve as the authoritative voice on incident status and next steps for senior leadership and stakeholders.
- Own and evolve Twilio's incident response process and tooling strategy. Set company-wide response standards, define response OKRs, and drive cross-organizational adoption of practices that reduce mean time to resolution (MTTR) and prevent recurrence.
- Enforce incident response best practices at all levels, identify cross-functional gaps, and push product groups to prioritize fixes that improve the incident response lifecycle. Manage multiple concurrent workstreams and adapt processes as needed.
- Maintain clear, timely stakeholder communication during critical incidents and project development. Own incident command documentation, ensure data accuracy, and drive quality across the organization.
- Approach every incident with genuine curiosity, pushing past surface-level explanations to uncover root causes. Carry this investigative mindset into post-incident reviews, helping teams surface contributing factors and repair items.
- Partner with Product Managers to deliver high-quality incident documentation within SLOs. Escalate customer issues appropriately during and after incidents.
- Lead cross-organizational projects end-to-end with product leadership and program managers.
This position is part of a global team operating on a follow-the-sun model, requiring effective collaboration across multiple time zones and geographies. While remote-first, you may be asked to report in person on an ad-hoc basis for team gatherings or customer meetings.
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
