Hiring: Incident Commander Company: Twilio Location: United States Job Posted Time: 2026-09-10 11:22:40 Employment Type: Remote Target Skills & Keywords : AI, Change Management, Program Management, Project Management, Scrum, Six Sigma, Twilio About the job Experience: •1-3 year horizon. •8+ years leading high-severity incident response, including as incident commander for the most critical incidents at a company operating at meaningful scale. •3 year horizon. Required Skills: •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. •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. •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. Qualifications: •Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! •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. •Excellent verbal and written communication skills, with experience conveying incident status and risk clearly to executives and customer-facing teams. •Demonstrated capacity to size up a situation and make rapid decisions on the right course of action, including across multiple concurrent incidents. •Comprehensive expertise in the incident response lifecycle (Gameday, Incident Response, PIR, Betterments), including defining or refining it for an organization. •Demonstrated capacity to lead cross-org projects end-to-end: defining milestones, managing risk, and driving them through formal change management. •A curious, investigative mindset — asking "why" past the first plausible answer, both live during an incident and in retrospective, to find what's actually going on. •Understanding of modern engineering tech stack and tooling. •Certification(s) in Incident Management (CEIM), Security Incident Management (CSIRT), ITIL, program management/project management, Six Sigma, Scrum, or similar. Compensation: •$171,220 - $213,900 / year •This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!