Incident Commander

TL;DR

Incident Commander: Orchestrating high-severity incident response across global business functions with an accent on process evolution, cross-org alignment, and stakeholder communication. Focus on driving MTTR reduction, defining company-wide response standards, and leading complex post-incident reviews to prevent recurrence.

Location: Must be based in Ireland

Company

Twilio is a global leader in cloud communications, empowering developers and businesses to build personalized customer experiences through innovative software solutions.

What you will do

• Serve as Incident Commander for critical, cross-functional incidents, orchestrating response efforts across engineering and business teams.
• Define and enforce incident response standards, lifecycle milestones, and data accuracy across the organization.
• Communicate clearly and timely with C-suite leaders and stakeholders during high-pressure incidents.
• Lead post-incident reviews to identify contributing factors and drive actionable improvements.
• Influence product groups to prioritize fixes that reduce MTTR and improve system reliability.
• Evaluate and implement new incident response tools and practices to evolve the company's IR strategy.

Requirements

• 5+ years of experience leading high-severity incident response at scale.
• Must be based in Ireland.
• Proven ability to influence and enforce practices at the Director/VP/C-suite level without formal authority.
• Deep understanding of the incident response lifecycle, including Gameday, PIR, and Betterments.
• Excellent verbal and written communication skills for executive-level reporting.
• Ability to manage multiple concurrent workstreams and make rapid, authoritative decisions.

Nice to have

• Understanding of modern engineering tech stacks and tooling.
• Experience with Twilio products and services.
• Certifications in Incident Management (CEIM), CSIRT, Six Sigma, or Scrum.

Culture & Benefits

• Competitive pay and comprehensive healthcare coverage.
• Generous time off, parental leave, and wellness programs.
• Retirement savings program.
• Remote-first work culture with a focus on global inclusion and connection.
• Opportunities to participate in community impact and volunteering initiatives.