Incident Operations Specialist

About the role

The Incident Operations Specialist role is the engine that keeps the day-to-day operation of Zapier's incident program running — reliably, visibly, and at scale. You'll report to the Incident Program Manager and operate under their direction, owning the execution of the systems, workflows, and tooling that power incident response across Zapier.

Responsibilities

• Own incident tooling operations. Maintain the reliability and configuration of incident.io, PagerDuty, Slack-based workflows, on-call rotations, and escalation paths.
• Maintain the reliability and configuration of incident.io, PagerDuty, Slack-based workflows, on-call rotations, and escalation paths.
• Monitor integrations and automations for issues. Fix what breaks.
• Build and maintain AI-powered workflows. Design and ship repeatable automation: incident thread summarization, postmortem draft generation, follow-up triage, severity classification, and data hygiene workflows.
• Turn one-off experiments into durable systems that compound over time. Keep improving them.
• Build and sustain the IC community. Grow and maintain a community of practice for Incident Commanders and Support Leads. Run regular touchpoints, share learnings across incidents, and coach responders on what good looks like.
• Operate data and reporting systems. Build, maintain, and troubleshoot dashboards and reports (Databricks, Grafana, Looker). Ensure data quality, field completeness, and metric accuracy. Surface trends and operational signals to the Incident Program Manager before they become problems.
• Maintain documentation and enablement assets. Keep playbooks, templates, and incident guides current and usable under pressure. Flag gaps where program-level guidance needs updating. Be the go-to resource for questions about tooling and process.
• Drive continuous improvement. Participate in incidents and postmortem reviews. Identify patterns across incidents. Implement improvements based on hands-on observation. Surface recurring friction to the Incident Program Manager with recommended solutions, not just problems.
• Partner across the org. Incidents touch Engineering, Support, GTM, Legal, and Finance. You coordinate across these teams without needing the Program Manager to broker every conversation. You know who to loop in, when, and how to communicate what they need to act.
• Support the incident program at scale. As the program expands to cover Support, Legal, PR, and Finance, help onboard and enable new stakeholder groups. Build the infrastructure that lets the program run self-sufficiently — including during your own PTO.

Requirements

• Technical and operational experience.
• Experience in incident response, technical operations, or a reliability-adjacent role.
• Hands-on familiarity with incident tooling (incident.io, PagerDuty or equivalent), and Slack-based workflow automation.
• Comfortable building with SQL and reporting tools (Databricks, Looker, Grafana).
• Able to diagnose operational issues using logs, system context, and integration debugging.
• Able to build lightweight automations, configure APIs, and prototype AI workflows — doesn't require an engineer to do it for them.
• Demonstrably uses AI in daily work: for drafting, summarizing, building workflows, and triaging.
• Built repeatable AI-powered workflows (not just one-off prompts).
• Applies verification and judgment to AI outputs — especially in high-pressure incident contexts.
• Can articulate how their AI usage has improved speed, quality, or operational capacity.
• Independently drives problems to resolution when direction is clear but the path requires investigation.
• Strong attention to detail in configuration, data quality, and documentation.
• Works visibly — status in public channels, proactive updates, no need to chase.
• Pioneers and commits — you raise concerns early, then execute once a decision is made.
• Clear and proactive written communication across orgs like engineering, support, and ops audiences.
• Comfortable pushing back on off-program requests and escalating trade-offs.
• Able to communicate highly technical incident information to non-technical audiences — Support teams, GTM partners, and leadership — clearly and without jargon.

Qualifications

• Technical and operational experience.
• Experience in incident response, technical operations, or a reliability-adjacent role.
• Hands-on familiarity with incident tooling (incident.io, PagerDuty or equivalent), and Slack-based workflow automation.
• Comfortable building with SQL and reporting tools (Databricks, Looker, Grafana).
• Able to diagnose operational issues using logs, system context, and integration debugging.
• Able to build lightweight automations, configure APIs, and prototype AI workflows — doesn't require an engineer to do it for them.
• Demonstrably uses AI in daily work: for drafting, summarizing, building workflows, and triaging.
• Built repeatable AI-powered workflows (not just one-off prompts).
• Applies verification and judgment to AI outputs — especially in high-pressure incident contexts.
• Can articulate how their AI usage has improved speed, quality, or operational capacity.
• Independently drives problems to resolution when direction is clear but the path requires investigation.
• Strong attention to detail in configuration, data quality, and documentation.
• Works visibly — status in public channels, proactive updates, no need to chase.
• Pioneers and commits — you raise concerns early, then execute once a decision is made.
• Clear and proactive written communication across orgs like engineering, support, and ops audiences.
• Comfortable pushing back on off-program requests and escalating trade-offs.
• Able to communicate highly technical incident information to non-technical audiences — Support teams, GTM partners, and leadership — clearly and without jargon.

Skills

• Technical and operational experience.
• Experience in incident response, technical operations, or a reliability-adjacent role.
• Hands-on familiarity with incident tooling (incident.io, PagerDuty or equivalent), and Slack-based workflow automation.
• Comfortable building with SQL and reporting tools (Databricks, Looker, Grafana).
• Able to diagnose operational issues using logs, system context, and integration debugging.
• Able to build lightweight automations, configure APIs, and prototype AI workflows — doesn't require an engineer to do it for them.
• Demonstrably uses AI in daily work: for drafting, summarizing, building workflows, and triaging.
• Built repeatable AI-powered workflows (not just one-off prompts).
• Applies verification and judgment to AI outputs — especially in high-pressure incident contexts.
• Can articulate how their AI usage has improved speed, quality, or operational capacity.
• Independently drives problems to resolution when direction is clear but the path requires investigation.
• Strong attention to detail in configuration, data quality, and documentation.
• Works visibly — status in public channels, proactive updates, no need to chase.
• Pioneers and commits — you raise concerns early, then execute once a decision is made.
• Clear and proactive written communication across orgs like engineering, support, and ops audiences.
• Comfortable pushing back on off-program requests and escalating trade-offs.
• Able to communicate highly technical incident information to non-technical audiences — Support teams, GTM partners, and leadership — clearly and without jargon.

Benefits

• Flexible work schedule.
• Remote work option.
• Competitive compensation package.
• Health and wellness benefits.
• Professional development opportunities.
• Employee recognition programs.
• Work-life balance initiatives.

Pay

Compensation is commensurate with experience and qualifications.

Schedule

Flexible work schedule available.