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Salary: USD 165,000 - 200,000 / annual
Selector AI is building an operational intelligence platform for digital infrastructure using AI/ML-based analytics to provide actionable insights to network, cloud, and application operators. The company serves leading organizations across Telecom, Media, Healthcare, Finance, Retail, Professional Sports, and Fortune 500 enterprises.
You will establish and lead a new Incident & Escalation function as the organization scales. This is a foundational role requiring you to define the vision, build the operating model, and drive execution across the company. You will bring together existing practices from NOC, SRE, Solution Engineering, Engineering, Product, Support, and Account teams to establish a consistent, scalable approach.
Key responsibilities include:
- Define the incident management model: establish what constitutes an incident vs. escalation, severity levels, entry/exit criteria, roles, decision rights, and escalation paths
- Build practical workflows and processes across all relevant teams
- Own the pager and participate in Incident Commander rotation, driving clear ownership, actions, decisions, communication, and resolution
- Train, coach, and certify Incident Commanders to build organizational bench strength
- Establish customer communication protocols including cadence, executive updates, RCAs, and post-incident follow-through
- Drive accountability by ensuring every escalation has an owner, next action, and deadline
- Close the loop on post-incident actions with clear ownership and deadlines
- Identify recurring customer and operational issues and drive them into Engineering and Product priorities
- Establish meaningful metrics around response, resolution, escalations, RCA SLAs, repeat incidents, and corrective-action closure
- Evolve the model using automation and AI where appropriate while maintaining clear human accountability
Requirements:
- 8–12+ years in incident management, escalation management, SRE operations, technical support escalation, or technical program management
- Proven experience building or transforming an incident/escalation program (not simply operating within one)
- Strong ability to turn ambiguous vision into process, ownership, tooling, training, and measurable outcomes
- Experience building and developing Incident Commanders
- Strong technical understanding of distributed systems, cloud, networking, observability, or enterprise platforms
- Calm under pressure, decisive with incomplete information, willing to challenge unclear ownership or stalled execution
- Strong written and verbal communication skills, including executive updates and customer-facing RCAs
- Familiarity with PagerDuty, Jira, Slack, and incident management workflows
- Willingness to participate in Incident Commander rotation, including off-hours coverage during function establishment
- Preferred: AIOps, NOC, networking, telecom, or AI-assisted operations experience
