The opportunity
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
What you'll do
BE AN OWNER: Serve as Incident Commander across the full range of severities,: including our most critical, cross-functional incidents. Orchestrate the incident process company-wide, own the accuracy of incident data, and set standards for how IR lifecycle milestones are met.
NOT SETTLE: Enforce incident response practices at the Director and VP level: and shape which industry best practices Twilio adopts. Identify cross-org gaps and push product groups to prioritize fixes that delay MTTR or block the IR lifecycle. Run multiple concurrent workstreams — deviating from standard process when needed, even across simultaneous incidents.
WRITE IT DOWN: Keep VPs and C-level stakeholders informed with clear, timely updates during critical incidents. Own key Incident Command documentation and keep it current through change management. Drive quality and accuracy in incident data company-wide.
EMPOWER OTHERS: Mentor and train Incident Commanders and engineering teams, with the goal of removing yourself as a single point of failure. Peer-review other ICs' work and surface trends that drive company-wide improvement. Bring genuine curiosity to every incident — asking "why" past the first plausible answer — and carry that same curiosity into Post Incident Review, helping Incident Owners surface real contributing factors and repair items.
WEAR THE CUSTOMER’S SHOES: Help Product Managers deliver high-quality Reason For Outage documents within SLO, and drive Product Groups to meet their incident response SLAs/SLOs. Escalate customer issues to the right people, during and after an incident.
Be A Builder: Own the 1-3 year strategic vision for incident response process and tooling. Lead cross-org projects end-to-end with Product Group leadership and Program Managers. Influence C-level and VP leaders on IR direction, define company-wide standards, and set Response OKRs. Evaluate new tools and technology, and represent Twilio externally as a thought leader in incident response.
What they're looking for
- + years leading high-severity incident response, including as incident: commander for the most critical incidents at a company operating at meaningful scale.
- Track record of driving company-wide incident response strategy and: standards, including setting OKRs and leading multi-team, multi-region adoption over a 1-3 year horizon.
- Proven ability to influence and enforce practices at the Director/VP/C-suite: level without formal authority; comfortable being the calm, authoritative voice in the room regardless of who's in it.
- Experience partnering across functions beyond engineering (e.g. Security,: Support, Product) during incident response.
