Senior Incident Manager

A company is looking for a Senior Escalation & Incident Manager. Key Responsibilities Manage the escalation lifecycle from intake to resolution, ensuring accurate triage and prioritization Mentor and develop a global team of Support Leaders and Engineers, setting expectations for case quality and communication standards Serve as the primary point of contact for enterprise customers during high-severity incidents, providing clear updates and managing expectations Qualifications 6+ years of experience in escalation & incident management, SRE, or production operations in a cloud/SaaS environment Proven experience leading high-severity incident response in complex distributed systems Experience working in 24/7 on-call or escalation environments Strong understanding of cloud platforms (AWS, GCP, Azure) and observability tools Experience building or scaling incident management programs