Technical Incident Commander

The Technical Incident Commander is accountable for driving the end-to-end management of major incidents across the enterprise, ensuring rapid containment, effective communication, and full resolution with minimal business impact. This role serves as the command center during high-severity events, coordinating technical teams, stakeholders, and executive audiences with clarity and composure. The Technical Incident Commander operates at the intersection of technical depth and operational excellence, setting the standard for how the organization responds to, learns from, and prevents critical service disruptions.

Responsibilities

Lead the command and control of all Severity 1 and Severity 2 incidents, ensuring structured response, clear ownership, and rapid resolution across technical and business teams; Drive real-time coordination across resolver groups, engineering teams, and service owners during active incidents, maintaining momentum and eliminating blockers; Own stakeholder and executive communications during major incidents, providing timely, accurate, and audience-appropriate updates throughout the incident lifecycle; Facilitate post-incident reviews and ensure high-quality root cause analysis, driving action items to completion to prevent recurrence; Define, maintain, and continuously improve incident management processes, playbooks, and escalation frameworks; Track and report on incident metrics including MTTR, MTTA, recurrence rates, and SLA adherence, using data to drive systemic improvements; Partner with Problem Management to ensure incidents with systemic patterns are transitioned into formal problem records and resolved at the root cause level; Champion a culture of blameless incident response and continuous learning across all technology teams; Mentor and develop incident management capabilities across the broader operations team, building organizational resilience and response maturity; Collaborate with Engineering, Infrastructure, and Application teams to ensure services are designed with operational supportability and recovery in mind.

Requirements

5-8+ years of experience in IT Operations, Incident Management, or Site Reliability with direct ownership of major incident responses; Demonstrated ability to lead high-pressure, ambiguous situations with calm, decisiveness, and structured thinking; Deep understanding of ITIL incident and problem management practices; Strong technical fluency across infrastructure, cloud, networking, and application layers sufficient to facilitate and challenge technical teams during incidents; Exceptional written and verbal communication skills with experience crafting executive-level incident communications under time pressure; Experience building or maturing incident management programs, including tooling, process design, and training; Familiarity with observability and monitoring tooling (e.g., Dynatrace, Datadog, PagerDuty, Splunk, ServiceNow) and how they support incident detection and response; Ability to influence without authority across engineering, operations, and business stakeholder groups; Data-driven approach to identifying patterns, prioritizing improvements, and measuring the impact of operational changes.

Nice to have

ITIL certification

Benefits

Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance; ESPP; 401k; Student Loan Assistance; Tuition Reimbursement; Free Mental Health & Enhanced Advocacy Services; Paid Time Off, Holidays, Preferred Partner Discounts and more