Incident & Escalation Programs Leader

Selector Software; Santa Clara (CA); Sur place; USD 165 000 - 200 000; Plein temps

Avantages offerts par ce poste

Health insurance

401k

Bonus potential

Discretionary PTO

Résumé du poste

Selector Software is building an Incident & Escalation function to strengthen how we manage critical incidents and customer escalations as we scale.

We seek an experienced leader who can define the vision, build the operating model, and drive execution across NOC, SRE, Solution Engineering, Engineering, Product, Support, and Account teams. This is a high-impact role in a growing AI company.

Qualifications

• 8–12+ years in incident management, escalation management, SRE operations, or related program management.
• Experience building or transforming an incident/escalation program, not just operating within one.
• Strong ability to turn an ambiguous vision into process, ownership, tooling, training, and measurable outcomes.
• Experience developing Incident Commanders and leading cross-functional initiatives.

Responsabilités

• Define the model: incident vs escalation, severity levels, entry/exit criteria, roles and escalation paths.
• Build workflows across NOC, SRE, Solution Engineering, Engineering, Product, Support, and Account teams.
• Own pager and participate in the Incident Commander rotation, driving clear owners and actions.
• Train, coach, and certify Incident Commanders to reduce reliance on individuals.
• Define customer communication cadence, executive updates, RCAs, and post-incident follow-through.
• Drive accountability with owner, next action, and deadlines; escalate when commitments lapse.
• Close the loop with post-incident actions, owners, and deadlines.
• Build a feedback loop to feed recurring issues into Engineering/Product priorities.
• Measure function with metrics on response, resolution, RCAs, and corrective actions.
• Evolve the model using automation and AI to improve detection, triage, and response.

Outils

PagerDuty

Jira

Slack

Description du poste

Selector Software is building an Incident & Escalation function to strengthen how we manage critical incidents and customer escalations as we scale.

We seek an experienced leader who can define the vision, build the operating model, and drive execution across NOC, SRE, Solution Engineering, Engineering, Product, Support, and Account teams. This is a high-impact role in a growing AI company.