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Salary: USD 137,800 - 266,000 / annual
DocuSign is seeking a Senior Incident Commander to join the SRE Incident Response team. This is an individual contributor role focused on leading and facilitating incident management processes across DocuSign's global products and infrastructure.
In this role, you will serve as a subject matter expert in incident management, partnering with the SRE team to manage complex and sensitive critical incidents to resolution. You'll lead post-incident reviews (RCAs) with Service Owners and SREs to identify root causes, propose actionable improvements, and implement processes that minimize future incident frequency and severity. You'll monitor, evaluate, and report on incident management programs and statistics to drive continuous improvement, and leverage organizational data to analyze incident trends and enable data-driven decision-making.
Key responsibilities include: facilitating resolution for all major incidents; handling communications via bridge calls and emails with stakeholders including executive leadership; prioritizing incidents based on impact and urgency; engaging resources to resolve major incidents while managing escalation paths; serving as an escalation point within the Incident Management process; participating in rotational 24x7x365 on-call shifts; and developing standard operating procedures and training materials to operationalize improvements.
You'll interact regularly with senior leaders, generate communications tailored for multiple audiences (both customer-facing and internal), and utilize advanced monitoring and automation tools to identify opportunities for reducing response times and preventing incident recurrence.
REQUIREMENTS:
Basic qualifications:
- 8+ years of experience in Incident Management, including leadership of major incidents and high-severity situations
- Experience operating and implementing Incident Management tools
- Experience with monitoring platforms and applications (Prometheus, Grafana, Azure Data Explorer, Incident.io)
- Experience with cloud and on-premise system architecture and design
- Experience with troubleshooting techniques and problem-solving in a 24x7x365 environment
Preferred qualifications:
- Customer-first mindset; ability to analyze incidents from customer perspective
- Confident leadership during incident calls, driving toward resolution while communicating progress to all stakeholders
- Strong cross-functional collaboration and ability to coordinate with multiple internal teams
- Ability to lead incident calls independently to successful resolution
- Understanding of complex, large enterprise business environments
- Process improvement experience, including process analysis and implementation of solutions
- Experience managing complex security and privacy investigations
- Excellent oral and written communication skills, tailored for technical and non-technical audiences
- Ability to work interpersonally across various levels and influence without direct authority
- Understanding of infrastructure dependencies and system integrations for troubleshooting in public/private cloud environments
- Applied mitigation experience with microservices architecture, CI/CD pipelines, network architecture, data storage solutions, and virtualization across hybrid environments
