Senior Incident Commander - 24/7 Reliability Leader

platacard; United States; Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

Healthcare coverage

Relocation assistance

Education budget

Wellness budget

Paid leave

Job summary

Platacard is seeking a Senior Incident Manager to lead critical response on a fast-moving, customer-facing platform. You will blend hands-on incident command with process improvements, owning major incidents from detection through retrospective while shaping reliability and communication across the organization.

Responsibilities include end-to-end incident management, global cross-functional coordination, executive communications, and driving blameless post-incident reviews to improve monitoring

Qualifications

• 3+ years leading significant incidents in a 24/7 production environment.
• 5+ years in engineering, product, or service delivery with increasing responsibility.
• Clear, structured communication, including briefing executive leadership under pressure.
• Proven ability to coordinate multiple teams and make decisive calls in ambiguous situations.
• Technical depth across public cloud, microservices, and modern monitoring/observability tooling.
• Comfort understanding a complex technology stack and adjusting tactics on the fly.

Responsibilities

• Own end-to-end incident response, including detection, live coordination, resolution, and post-incident review, making time-critical decisions to limit customer impact.
• Take personal accountability for major incidents and drive them to closure with rigor and urgency.
• Coordinate cross-functional technical and business stakeholders globally, assigning roles and delegating tasks during active incidents.
• Lead customer-facing and internal communications throughout the incident lifecycle, including recovery messaging.
• Run blameless post-incident reviews, identify root causes, and convert findings into concrete process, monitoring, and alerting improvements.
• Mentor and train incident participants and duty team members, raising the overall maturity of incident handling across the company.

Skills

Incident management

Cross-functional leadership

Executive communication

Cloud & microservices

Monitoring & observability

Stakeholder coordination

Tools

AWS

Kubernetes

PostgreSQL

Kafka

incidents.io

Rootly

FireHydrant

Job description

Platacard is seeking a Senior Incident Manager to lead critical response on a fast-moving, customer-facing platform. You will blend hands-on incident command with process improvements, owning major incidents from detection through retrospective while shaping reliability and communication across the organization.

Responsibilities include end-to-end incident management, global cross-functional coordination, executive communications, and driving blameless post-incident reviews to improve monitoring