Incident Commander

About Twilio

Twilio is a pioneer in transforming the future of communications, providing innovative solutions for hundreds of thousands of businesses and enabling millions of developers globally to design bespoke customer experiences. Rooted in a remote-first culture, the company fosters inclusivity and connectivity, ensuring employees worldwide contribute to impactful global initiatives.

Role Overview

The Incident Commander will lead and strategically enhance Twilio's incident response operations. This position is critical for managing incidents across all severity levels, including the highest critical events, coordinating response efforts across departments beyond engineering such as leadership, triage, and customer-facing units. The role demands a curious and investigative approach to identify root causes during incidents and retrospectives, while also driving the continuous improvement of incident response protocols, tooling, and company-wide standards.

Key Responsibilities

• Lead incident management across all severities, owning incident accuracy and enforcing response lifecycle standards.
• Implement and uphold best incident response practices, identify organizational bottlenecks, and push for timely resolution of issues impacting incident management.
• Communicate clearly and promptly with stakeholders during incidents and project phases, managing key documentation and data quality.
• Approach every incident and post-incident review with a deep, inquisitive mindset to uncover true causes and actionable improvements.
• Support product teams to meet incident response SLOs and facilitate effective escalation of customer concerns.
• Lead cross-functional projects with senior leadership, steer adoption of best practices, evaluate new tools, and represent Twilio as a thought leader externally.

Required Qualifications

• Minimum of 5 years managing high-severity incidents at scale, including as an incident commander for critical events.
• Demonstrated influence with senior executives (Director/VP/C-suite) on incident response without direct authority.
• Proven experience working across multiple functions such as Security, Support, and Product during incidents.
• Strong communication skills for effectively updating executives and customer-facing teams.
• Ability to analyze situations rapidly and make decisions even when managing multiple incidents simultaneously.
• Comprehensive understanding of the incident response lifecycle stages including gamedays, PIRs, and improvements.
• Experience leading large-scale projects with milestone management, risk mitigation, and formal change procedures.
• A naturally curious and investigative approach to incident management and reviews.

Preferred Qualifications

• Knowledge of modern engineering technology stacks and relevant tooling.
• Familiarity with Twilio products and services.
• Certifications such as CEIM, CSIRT, Six Sigma, Scrum, or program/project management credentials.

Location and Work Details

This role is fully remote, based in Ireland. Travel may occasionally be required for meetings, but these instances are minimal.

Compensation and Benefits

Twilio offers competitive salaries and a comprehensive benefits package that includes generous leave policies, healthcare, retirement savings, and wellness programs. Benefits vary by location.

Diversity and Fraud Awareness

Twilio is committed to equal opportunity employment and inclusion. The company actively considers diverse applicants and maintains a vigilant stance against recruitment fraud, ensuring all communication originates from official channels.