Director, Incidents and Escalations
Remote, United States
R
USD 241K-344K (estimate) Executive-level Full Time
Tasks
- Collaborate with engineering to identify root causes
- Design incident management best practices with automation
- Improve incident response processes for faster resolution
- Lead and mentor incident and escalation teams
- Lead incident management for major outages
- Manage incident response KPIs
- Oversee escalation management for complex customer issues
- Own customer experience during high-severity incidents
- Partner with senior leadership on proactive monitoring initiatives
Perks/Benefits
Skills/Tech-stack
AI tools | Automation | Call Management | Cause analysis | Cloud Storage | Computer Storage | Computer Storage Technologies | Crisis management | Customer Experience | Escalation management | Incident Management | NAS | Network operations | On-Call | On-call Management | Performance Monitoring | Root Cause Analysis | Root cause | SAN | Service Level | Service Level Agreements | Service-Level Objectives | Storage technologies
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