Incident Command & Escalation Lead (On-Call Rotation)

Vapi; San Francisco (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Vapi, a leader in voice AI solutions, is looking for an Incident and Escalation Manager in San Francisco to enhance its incident response infrastructure. This role involves defining incident protocols, training teams, and managing customer relationships during critical events.

Ideal candidates will have extensive experience in incident management and a track record of building programs from the ground up, as well as familiarity with incident management tools. This position includes direct involvement in incident response as part of the team's rotation.

Qualifications

• 8 to 12 years across incident management, technical support escalations, or technical program management.
• Experience building an incident and escalation program from scratch.
• Familiarity with telephony, carrier dynamics, or real-time systems.

Responsibilities

• Build and manage the incident response program.
• Train and oversee incident commanders.
• Own customer communication and resolution process.

Skills

Incident management

Escalation management

Technical communication

Incident tooling familiarity

Calm under pressure

Tools

PagerDuty

Slack

Opsgenie

Job description

Vapi, a leader in voice AI solutions, is looking for an Incident and Escalation Manager in San Francisco to enhance its incident response infrastructure. This role involves defining incident protocols, training teams, and managing customer relationships during critical events.

Ideal candidates will have extensive experience in incident management and a track record of building programs from the ground up, as well as familiarity with incident management tools. This position includes direct involvement in incident response as part of the team's rotation.