Incident and Escalation Manager

Incident and Escalation Manager

Vapi Engineering is seeking an Incident and Escalation Manager to design and run the program that handles critical incidents and escalations for our voice AI infrastructure.

Responsibilities

• Define incident criteria and severity levels
• Design incident command structure and escalation policies
• Build incident commander rotation and incident tooling
• Own customer communication templates and credit processes
• Stand up metrics and report on performance
• Train stakeholders on incident handling
• Facilitate post-incident reviews and hold relationships accountable
• Manage high-severity escalations and executive lists
• Partner with account teams on at-risk accounts

Requirements

• 8-12 years of experience in incident management, escalation management, technical support escalations, or program management
• Experience building incident and escalation programs from zero or owning a meaningful piece of one through its growth
• Hands-on familiarity with incident tooling and Slack/Status-page workflows
• Calm under pressure and decision-making with incomplete information
• Comfort with technical depth and familiarity with telephony, carrier dynamics, or real-time systems
• Willingness to work part of the incident commander rotation, including off-hours shifts

Qualifications

• Track record of successful incident and escalation program management
• Strong communication and writing skills
• Ability to make decisions with incomplete information
• Experience with incident tooling and workflows
• Comfort with technical depth and real-time systems
• Willingness to work part of the incident commander rotation