Escalation and Incident Response Manager

Summary

Join InvoiceCloud as an Escalation Manager and lead the Software Engineering team in managing and resolving major incidents and customer escalations. Drive continuous improvement initiatives, foster a culture of excellence, and ensure minimal service disruption. This role demands exceptional leadership, strategic thinking, and the ability to guide teams under pressure. You will act as the primary point of contact for major incidents, leading incident response calls and communicating updates to stakeholders. Responsibilities include developing and implementing a comprehensive incident management strategy, mentoring team members, and conducting root cause analyses. The position requires strong analytical and communication skills, experience in incident management, and familiarity with relevant tools and frameworks.

Requirements

• Bachelor’s degree in information technology, computer science, Operations, or a related field
• Proven experience in incident and escalation management with a focus on leadership and continuous improvement
• Experience in quality management / continuous improvement frameworks such as 6-Sigma, Kaizen, TQM
• Experience in ITSM / ITIL frameworks
• Strong analytical and strategic thinking skills
• Exceptional communication and interpersonal skills
• Experience leading Customers through difficult situations and rebuilding trust
• Ability to inspire and lead teams under pressure
• Familiarity with incident management tools and software such as Jira Service Management, OpsGenie, ServiceNow, etc

Responsibilities

• Act as the primary point of contact for major incidents, ensuring timely detection, assessment, and resolution
• Lead incident response calls with engineering, support, and infrastructure teams to coordinate triage, mitigation, and recovery efforts
• Communicate impact and status updates to key stakeholders, including engineering leadership, customer success, and executive teams
• Escalate incidents appropriately to technical experts, senior leadership, and external partners when required
• Ensure adherence to the Incident Management process, from detection to resolution and documentation
• Lead the incident and escalation management function with a focus on strategic outcomes and continuous improvement
• Develop and implement a comprehensive incident management strategy that aligns with organizational goals
• Mentor and coach team members, fostering a culture of accountability and excellence
• Act as a role model for effective communication, collaboration, and problem-solving
• Analyze incident and escalation data to identify trends and areas for improvement
• Drive the implementation of best practices and innovative solutions to enhance incident and escalation processes
• Lead post-incident reviews to identify root causes and ensure preventive measures are in place
• Promote a culture of continuous learning and improvement within the team
• Proactively monitor and follow up on outstanding escalated issues to ensure timely resolution
• Create and review documentation for incident and escalation training
• Define and track incident KPIs (MTTR, MTBF, Incident Volume, Severity Trends, etc.) to measure operational performance
• Conduct Root Cause Analysis (RCA) and post-mortem meetings to identify preventative measures and track action items
• Serve as the primary point of contact for escalations, ensuring timely and effective resolution, corrective action tracking, and follow through
• Build and maintain strong relationships with internal and external stakeholders
• Communicate incident status, resolution plans, and improvement initiatives to senior leadership
• Advocate for the needs and concerns of stakeholders in incident and escalation processes
• Collaborate with cross-functional teams to ensure seamless incident resolution and knowledge sharing
• Facilitate regular incident management meetings and workshops to drive continuous improvement
• Prepare and present detailed incident and escalation reports to leadership, highlighting key insights and recommendations
• Advocate for customer needs across departments, ensuring their voice is heard
• Work with SRE, DevOps, and Engineering teams to improve system resiliency, failover strategies, and reliability engineering
• Work closely with Customer Success & Support teams to ensure incident updates and resolutions are communicated effectively
• Provide regular incident reports to executives and key stakeholders

Preferred Qualifications

ITIL certification is a plus

Benefits

• Base salary is one component of total compensation
• Employees may also be eligible for an annual bonus or commission
• Some roles may also be eligible for overtime pay