Incident and Escalation Manager

Jobgether • United States

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

This role is responsible for leading major incident response efforts and managing executive-level escalations in a global, AI-driven infrastructure environment. The ideal candidate will have strong technical fluency and exceptional decision-making skills, with the ability to communicate effectively with stakeholders. The position requires 12+ years of experience in Incident Management, Escalation Management, or Technical Operations.

Key Highlights

Lead major incident response efforts and manage executive-level escalations

Collaborate with engineering, support, product, and sales teams to resolve complex technical issues

Develop and improve global incident and escalation management frameworks

Key Responsibilities

Lead and coordinate major incident response efforts for high-severity service disruptions

Act as Incident Commander, driving structured triage, cross-functional collaboration, and service restoration activities

Manage executive-level escalations, ensuring rapid resolution of critical customer issues and maintaining strong stakeholder alignment

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Technical Skills Required

Incident Management ITIL frameworks Technical Operations

Benefits & Perks

Remote-first role with global operational exposure

Opportunity to work on cutting-edge AI and high-performance computing infrastructure

Competitive compensation aligned with senior-level responsibilities

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Nice to Have

Experience with AI/HPC environments

ITIL certification

Experience with tools such as Jira, Salesforce, Slack, or Confluence

Job Description

This is a high-impact operational leadership role at the center of major incident response and customer escalation management within a global, AI-driven infrastructure environment. You will act as the central coordination authority during critical service disruptions, ensuring rapid alignment across engineering, support, product, and executive stakeholders. The role requires strong technical fluency combined with exceptional decision-making under pressure, particularly in mission-critical AI and high-performance computing environments. You will be responsible for restoring service stability while maintaining clear, structured communication with customers and internal leadership teams. Beyond incident resolution, you will also shape and improve global incident and escalation management frameworks. The environment is fast-paced, highly technical, and globally distributed, requiring strong leadership across time zones. This is a strategic role with direct impact on customer trust, operational resilience, and platform reliability.

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