Incident Commander & Escalations Lead (Voice AI)

Vapi Inc.; San Francisco (CA); On-site; USD 120,000 - 150,000; Full time

Job summary

Vapi Inc. is searching for an Incident and Escalation Manager to build and oversee the incident response program for voice AI services. You will lead the initiative to define incidents, communicate with customers, and ensure high severity issues are handled effectively.

This role requires 8 to 12 years of experience in incident or escalation management, with proficiency in relevant technical tooling. Your work will ensure seamless communication during high-pressure situations while managing the rotation of incident commanders.

Qualifications

• Skilled in building incident and escalation programs.
• Familiarity with incident tooling and workflows.
• Ability to manage high-pressure situations and customer relations.

Responsibilities

• Design the incident response program and train the team.
• Work part of the incident commander rotation.
• Own the customer-facing root cause analysis.

Skills

Incident management

Technical support escalations

Calm under pressure

Clear writing under pressure

Decision-making with incomplete information

Education

8 to 12 years of relevant experience

Tools

PagerDuty

Opsgenie

Job description

Vapi Inc. is searching for an Incident and Escalation Manager to build and oversee the incident response program for voice AI services. You will lead the initiative to define incidents, communicate with customers, and ensure high severity issues are handled effectively.

This role requires 8 to 12 years of experience in incident or escalation management, with proficiency in relevant technical tooling. Your work will ensure seamless communication during high-pressure situations while managing the rotation of incident commanders.