Incident Commander: Reliability & Rapid Response

TikTok USDS Joint Venture

San Jose (CA)

On-site

USD 137,000 - 259,000

Full time

2 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

TikTok USDS Joint Venture LLC is seeking a Major Incident Manager to lead end-to-end response for high-severity incidents, coordinating across SRE, Infrastructure, and Platform teams to restore services quickly. You will deliver clear updates to stakeholders and drive blameless post-mortems for continual improvement.

The role emphasizes strong cloud knowledge, ITIL/SRE practices, and experience with alerting and automation.

Qualifications

4+ years of experience in Incident Management, Production Support, or SRE/Operations in a large-scale SaaS or cloud environment.
Strong understanding of cloud concepts (AWS, GCP, or Azure) and modern infrastructure architectures (microservices, Kubernetes, CI/CD pipelines).
Hands‑on experience configuring and refining alerts and monitoring templates using Grafana, Splunk, Prometheus, New Relic.
Ability to write scripts (e.g., Bash, Python) or use low‑code integration tools to automate repetitive incident management tasks and notification pipelines.
Exceptional verbal and written communication skills, with a track record of translating deeply technical issues into clear business impact summaries for leadership.
Strong working knowledge of ITIL incident management frameworks or modern DevOps/SRE incident response practices.

Responsibilities

Incident Command: Lead the end-to-end response for high-severity incidents, driving rapid restoration of service while coordinating across cross-functional engineering teams.
Stakeholder Communication: Craft and deliver clear, timely, and accurate communication updates to internal stakeholders, executive leadership, and customer-facing teams during critical events.
Post-Incident Reviews: Facilitate blameless post-mortems, ensuring root causes are thoroughly identified, actionable remediation items are tracked, and lessons learned are shared globally.
Dashboarding & Visibility: Create and maintain real-time operational dashboards that provide high visibility into system health, incident trends, and key reliability metrics (MTTD/MTTR).
Continuous Improvement: Analyze incident data and operational metrics to identify systemic trends, driving initiatives to reduce Mean Time to Detect (MTTD) and Mean Time to Resolution (MTTR).
Team Process Evolution: Manage and optimize the incident management rotation, refining playbooks, alerting thresholds, and escalation pathways for the SRE org.
Alerting & Monitoring Improvements: Partner with SRE and development teams to continuously refine alert thresholds, reduce alert fatigue, and ensure high-severity pages are highly actionable.
Automation Engineering: Design and build automated workflows to streamline incident response, such as automated stakeholder communications, auto-remediation scripts, and tool integrations.
Oncall Support: This position provides on-call support and requires working scheduled shifts, which may include holidays. The scheduled shift is Sunday to Thursday, from 5:00 PM to 2:00 AM PT.