Senior Incident Manager: Enterprise Reliability & RCA Leader

crusoe; Sunnyvale (CA); Presencial; USD 145.000 - 175.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Equity/RSUs

Paid time off

Health, dental, vision

401(k)

Descripción de la vacante

Crusoe, a pioneer in AI infrastructure, is seeking a Senior Incident Manager in Sunnyvale to lead end-to-end incident response, coordinate across teams, and communicate clearly with leadership and customers during outages. You will own post-incident reviews and translate findings into customer-facing RCA reports that build trust with enterprise clients.

This full-time role shapes incident management processes as the company scales, partnering with Customer Success, Engineering, and Product to

Formación

• Enterprise customer support experience
• Strong written communication
• Judgment on what to disclose to customers
• Transparency and reporting discipline
• Familiarity with incident management processes
• Ability to work with data to track trends
• Comfort with Linux, virtualization, Kubernetes

Responsabilidades

• Lead end-to-end management of high-visibility incidents and enterprise escalations; ensure rapid restoration and clear communications.
• Coordinate incident response across teams; determine required responders and maintain focus.
• Bridge Customer Success with Engineering/Product; translate feedback into action items.
• Own status page communications and framing updates for customers.
• Own end-to-end RCA production for customer-facing reports to executives.
• Document internal corrective actions and drive reliability improvements.
• Maintain core incident metrics and data accuracy for reporting.
• Develop training materials and knowledge base for teams and customers.
• Design incident response strategies and self-serve processes to scale.

Descripción del empleo

Crusoe, a pioneer in AI infrastructure, is seeking a Senior Incident Manager in Sunnyvale to lead end-to-end incident response, coordinate across teams, and communicate clearly with leadership and customers during outages. You will own post-incident reviews and translate findings into customer-facing RCA reports that build trust with enterprise clients.

This full-time role shapes incident management processes as the company scales, partnering with Customer Success, Engineering, and Product to