Incident Commander

Location: Remote within the United States; not eligible for hire in the San Francisco Bay Area. Travel may be required for project meetings.

Salary: $171,220–$213,900 for Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, and Washington D.C.; $181,200–$226,500 for New York, New Jersey, Washington State, and California outside the San Francisco Bay Area.

Company

Twilio provides communications solutions used by hundreds of thousands of businesses and millions of developers worldwide.

What you will do

• Serve as Incident Commander for incidents across all severity levels, including the most critical cross-functional events.
• Orchestrate incident response across engineering, Security, Support, Product, and other business functions.
• Keep VP and C-level stakeholders informed with accurate, timely incident updates.
• Own company-wide incident response standards, lifecycle data quality, OKRs, documentation, and tooling strategy.
• Lead cross-organizational projects, improve practices that reduce MTTR, and prevent recurrence.
• Mentor and train Incident Commanders and engineering teams while supporting high-quality post-incident reviews and outage documentation.

Requirements

• 8+ years leading high-severity incident response, including serving as Incident Commander for the most critical incidents at meaningful scale.
• Experience defining company-wide incident response strategy, standards, OKRs, and multi-team adoption over a 1–3 year horizon.
• Ability to influence Directors, VPs, and C-level leaders without formal authority and make rapid decisions during concurrent incidents.
• Experience coordinating incident response across functions beyond engineering and communicating risk clearly to executives and customer-facing teams.
• Deep understanding of the incident response lifecycle, including Gameday, Incident Response, Post Incident Review, and Betterments.
• Experience mentoring Incident Commanders and leading cross-organizational projects through formal change management.

Nice to have

• Understanding of modern engineering technology stacks and tooling.
• Experience with Twilio products and services.
• Certifications in incident management, security incident management, ITIL, program or project management, Six Sigma, Scrum, or similar.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, or customer meetings.
• Global follow-the-sun team working across multiple time zones and geographic locations.
• Competitive pay, equity and corporate bonus plan eligibility.
• Healthcare insurance, 401(k), paid sick time, paid personal time off, parental leave, and wellness leave.
• Applications are accepted on an ongoing basis.