Not specified; equity included; benefits: medical,...
Fully remote
6+ years escalation and incident management experience
Proven high-severity incident response in distributed systems
Strong understanding of cloud platforms aws gcp azure
Docker is seeking a Senior Escalation & Incident Manager to oversee critical customer issues and ensure effective communication between support, engineering, and product teams. The ideal candidate will have extensive experience in incident management within cloud or SaaS environments, focusing on improving processes and customer trust
Job Summary
Docker is seeking a Senior Escalation & Incident Manager to own the end-to-end experience for complex and critical customer issues across its global platform.
The role requires mentoring a global team of Support Leaders while serving as the primary point of contact for enterprise customers during high-severity incidents.
Employees enjoy remote-first flexibility, 16 weeks of paid parental leave, and equity in a growing startup environment.
Matching Summary
Match Score: 85
Docker is seeking a Senior Escalation & Incident Manager to oversee critical customer issues and ensure effective communication between support, engineering, and product teams. The ideal candidate will have extensive experience in incident management within cloud or SaaS environments, focusing on improving processes and customer trust.
Salary
Not specified; Equity included; Benefits: Medical, retirement, holidays vary by country
Skills & Requirements
Must-have
6+ years escalation and incident management experience
Proven high-severity incident response in distributed systems
Strong understanding of cloud platforms AWS GCP Azure
Experience with observability tools logs metrics tracing
Ability to communicate effectively with technical teams
Nice-to-have
Familiarity with compliance or security incident response
Exceptional communication skills under pressure
Experience influencing cross-functional teams without authority
Data-driven approach to identifying trends
Background in SRE or production operations
Key Requirements
6+ years experience in escalation management or SRE
Experience leading high-severity incident response