EMEA Incident Command & Outage Lead

Uber; Kraków; On-site; PLN 180,000 - 300,000; Full time

Benefits offered by this job

Bonuses & equity

Benefits package

Job summary

Uber is seeking an experienced leader to own outage and crisis management for the EMEA time zone, driving fast, high-quality incident response and remediation across CommOps, Engineering, and Product. You will own the full lifecycle of support operations—from escalation to resolution—with a focus on measurable CX improvements.

You will collaborate with Product and Engineering to reduce mis-escalations, design scalable support processes, and lead post-mortems.

Qualifications

• 8+ years of experience in technical program management, support operations, product support, or outage/crisis response roles.
• Experience supporting technical products, escalation processes, and incident management frameworks.
• Bachelor’s Degree in Logistics, Program Management, or relevant field

Responsibilities

• Define and execute the product operational support strategy for the core product domain aligned with global product roadmaps and Global Fix Experience goals.
• Collaborate with Product, Engineering, and Community Operations to identify and address customer pain points, reduce mis-escalations, and improve resolution quality.
• Lead and support incident management efforts, including impact assessment, stakeholder coordination, and post-mortem improvement planning.
• Achieve key support KPIs (e.g., time to elevate, escalation rate, resolution time, preventable escalations) and drive continuous improvements based on data and frontline feedback.
• Contribute to knowledge base development, agent training, and the design of scalable, customer-centric support processes.
• Coordinate management of critical outages (CommOps response), ensuring EMEA response in collaboration with Global Escalation Crisis Coordinators

Skills

Communication

Cross-functional leadership

Support strategy

Operational support

Gen AI in support workflows

Roadmap influence

Education

Bachelor's Degree in Logistics/Program Management

Tools

Jira

Job description

Uber is seeking an experienced leader to own outage and crisis management for the EMEA time zone, driving fast, high-quality incident response and remediation across CommOps, Engineering, and Product. You will own the full lifecycle of support operations—from escalation to resolution—with a focus on measurable CX improvements.

You will collaborate with Product and Engineering to reduce mis-escalations, design scalable support processes, and lead post-mortems.