Incident and Escalation Manager

Voice AI Platform

Vapi is the platform for deploying voice agents that know your business and can listen, adapt, and resolve in minutes. Our platform handles 1 billion calls annually for customers like Amazon Ring, ServiceTitan, New York Life, Intuit, Kavak, and many others.

Incident and Escalation Manager

This role exists to build and manage the incident response program. Key responsibilities include:

• Defining incident criteria and escalation paths
• Designing the incident command structure and escalation process
• Training the incident commander rotation
• Building incident tooling and communication templates
• Managing customer communications and financial approvals
• Tracking and reporting on key metrics
• Training internal teams on incident handling
• Facilitating post-incident reviews and accountability
• Escalating high-severity issues and managing executive-level escalations

Qualifications

• 8-12 years of experience in incident management, escalation management, technical support escalations, or technical program management
• Experience building an incident and escalation program from zero or owning a meaningful piece of one through its growth
• Hands-on familiarity with incident tooling such as PagerDuty, incident.io, Opsgenie, or equivalent
• Calm under pressure and the ability to make decisions with incomplete information
• Comfort with technical depth, particularly in telephony, carrier dynamics, or real-time systems
• Willingness to work part of the incident commander rotation, including off-hours shifts