Incident & Escalation Manager

Summary

Join SentinelOne as a Staff Incident and Escalation Manager and lead the response to high-severity production incidents impacting customers and mission-critical services. You will coordinate troubleshooting efforts across global teams, provide timely updates to stakeholders, and drive process improvements. This high-impact role requires strong communication and leadership skills, ensuring timely resolution and maintaining a blameless culture. You will collaborate with various teams, facilitate post-incident reviews, and enhance incident response practices. The position involves on-call participation with equitable rotation and support. SentinelOne offers a competitive benefits package and a flexible hybrid work environment.

Requirements

• 5+ years of experience in incident management, SRE, or operations roles within SaaS or cloud-native environments
• Demonstrated ability to lead complex, high-severity incident response efforts across global teams
• Strong communication and leadership skills, with the ability to stay composed under pressure
• Experience with observability and incident tooling (e.g., PagerDuty, Opsgenie, Datadog, Splunk, Jira)
• Deep understanding of service reliability principles, escalation strategies, and root cause analysis methodologies
• Comfortable working across time zones and in a fast-paced, evolving environment

Responsibilities

• Serve as the primary incident commander for high-severity incidents across our production environment
• Coordinate real-time troubleshooting efforts across globally distributed engineering and operations teams
• Provide timely, accurate updates to stakeholders, customers (as needed), and executive leadership
• Determine appropriate escalation paths and timing to drive fast resolution
• Collaborate across Engineering, SRE, Product, and Support functions to ensure rapid alignment and resource mobilization
• Facilitate post-incident reviews for high severity events, ensuring root cause analysis and comprehensive documentation
• Promote a blameless culture and drive learning-focused retrospectives
• Ensure follow-up action items are clearly defined, assigned, and completed on schedule
• Maintain visibility into resolution progress and escalate blockers as needed
• Enhance incident response practices through process development, tooling improvements, and knowledge sharing
• Partner with global SRE and Engineering teams to improve observability, monitoring, alerting, and runbook quality
• Participate in a rotating on-call schedule as a designated incident commander for major incidents
• Be available during your on-call shift to lead incident calls, coordinate cross-functional teams, and drive resolution
• Ensure smooth handoffs between on-call rotations and maintain accurate status documentation

Benefits

• Grant of Restricted Stock Units with a 4-year vesting plan
• Annual performance-based bonuses
• An employee stock purchase plan
• Flexible Time Off
• On top of the standard 5 weeks vacation
• Flexible paid sick days
• Fully paid Short Term Sick/Nursing Leave
• 16-week parental leave
• Grandparent leave
• Additional company holidays
• Pension Insurance Contribution
• Premium life insurance
• Private medical care (for you and +1)
• A Global Employee Assistance Program
• Monthly meal and well-being allowance
• High-end MacBook/Windows laptop
• Work-from-home support
• In-office refreshments
• LinkedIn Learning
• Internal mentoring
• Educational support
• Generous referral bonuses
• Optional company events (sports, BBQs, charity)