Senior Incident Commander

Summary

Join Smarsh's growing team as a Senior Incident Commander! Coordinate incident activities across multiple teams and geographies, driving incidents to swift resolution with clarity. Develop effective processes to improve Mean Time to Resolution and customer satisfaction. Collaborate with SRE and Customer Support teams, building frameworks and training programs for a global team of Incident Commanders. Build a high-performing team to enhance service quality as the company expands. This role requires strong technical and communication skills, experience in incident management, and a passion for continuous improvement.

Requirements

• BS in Computer Science or equivalent
• Strong experience in customer service and technical support in SaaS contexts
• Previous experience with production incidents and customer and/or business communications
• Proven track record of success in teaching and coordinating complex activities
• Or equivalent combination of education and experience
• Excellent verbal and written communication skills
• Excellent coaching and training skills that can scale across a large and geographically distributed team
• Familiarity and alignment with blameless postmortem philosophy
• Ability to size-up a situation, assess the effectiveness of various tactics/strategies, and make rapid decisions on appropriate courses of action
• Flexible and are able to listen to expert feedback, modifying plans on-the-fly as necessary
• Has gravitas, takes command, and is willing to kick people off a call to remove distractions
• Strong interpersonal skills
• A can-do attitude and sense of urgency for a high growth / fast-paced environment
• Curious mind, appetite to learn new technologies and how we can improve as a business through "unscheduled learning opportunities" or incidents
• Able to galvanize teams around incidents and learning opportunities
• Strong coordination and delegation skills which are executed through an empathetic lens focused on learning and improvement

Responsibilities

• Coordinate incident activities across multiple teams across multiple geographies with the goal of moving incidents to resolution as fast as possible, with as much clarity as possible, while learning as much as possible
• Create an effective process that drives Mean Time to Resolution down and customer satisfaction up
• Avoid chaotic effort and confusing communication
• Collaborate with SRE and Customer Support teams
• Develop frameworks and a training program that build a global team of Incident Commanders capable of managing our enterprise high priority incidents
• Build a team of incident commanders that are able to improve our quality of service as we grow
• Other duties as assigned

Benefits

• Competitive salary along with company bonus
• Strong maternity and paternity scheme
• A workplace pension scheme
• Take what you need holiday package
• Private medical insurance
• Dental plan
• Group life assurance
• Group income protection
• Employee assistance programme
• A monthly wellness allowance
• Adoption assistance
• Stock options