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DocuSign is seeking a Senior Incident Commander to join its 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.
Key responsibilities include:
- Serve as subject matter expert for DocuSign's incident management practices
- Lead and facilitate resolution of complex, critical incidents independently
- Partner with SRE teams and Service Owners to manage sensitive incidents to conclusion
- Conduct post-incident reviews (RCA) to identify root causes and drive improvements
- Develop and operationalize standard operating procedures and training materials
- Monitor, evaluate, and report on incident management programs and metrics
- Analyze incident data for trends and anomalies to enable data-driven prevention strategies
- Leverage monitoring and automation tools (Prometheus, Grafana, Azure Data Explorer) to reduce response times
- Communicate effectively with stakeholders at all levels, including executive leadership
- Prioritize and classify incidents based on impact and urgency
- Participate in 24x7x365 rotational on-call coverage
- Serve as escalation point within incident management and crisis response processes
Required qualifications:
- 8+ years of incident management experience, including leadership of major incidents
- Experience operating and implementing incident management tools
- Familiarity with monitoring platforms (Prometheus, Grafana, Azure Data Explorer, Incident.io)
- Knowledge of cloud and on-premise system architecture
- Troubleshooting expertise in 24x7x365 environments
Preferred qualifications:
- Customer-first perspective in incident analysis
- Confident leadership during incident calls
- Strong cross-functional collaboration skills
- Process improvement experience
- Ability to work independently in complex enterprise environments
The role reports to the Senior Director of Site Reliability Engineering and involves strategic project management, stakeholder communication, and developing DocuSign's service excellence practices.
