other
Posted YesterdayIncident and Escalation Manager
at Vapi
San Francisco, United StatesRemote
Responsibilities
- Write it down so anyone on rotation runs it the same way. - Build and train the incident commander rotation.
- Build a realistic balance of hiring and utilizing existing resources across humans and AI to stand up the rotation. - Own the pager and work part of the rotation yourself - personally commanding incidents during your shifts and stepping your share down as the bench matures and proves out.
- Own how the rotation runs regardless of whose shift it is.
- - Build customer communication templates for each severity and channel, pre-approved so they are not written from scratch under pressure.
- Report monthly in terms execs use to make resource decisions. - Build standing partnerships with engineering, support, the office of the CTO, legal, security, comms, and carrier operations before the next critical situation. - Train go-to-market, support, customer success, and engineering on where to bring customer-critical issues and how the function works. - Build a feedback loop so incident and escalation data shapes the engineering roadmap instead of dying in postmortems.
- Ship it within the SLA we commit to. - Run the blameless post-incident review.
- Drive action items to named owners with dates, and track them to closure instead of letting them die in a doc. - Close the loop with affected customers directly, including the credits or commitments made during the incident.
Requirements
- Voice AI that resolves, not transfers.
- Total raised: $72M Incident and Escalation Manager Why this role exists Vapi runs voice AI infrastructure at tens of millions of minutes a month for enterprise customers who route business-critical traffic through us. When something breaks, it breaks in real time, in front of a customer's own customers, and often through a carrier dependency we don't fully control.
- Experience hiring a team is a plus. - Hands-on familiarity with incident tooling such as PagerDuty, incident.io http://incident.io, Opsgenie, or equivalent, and the Slack and status-page workflows around them. - Calm under pressure as a learned discipline.
- Familiarity with telephony, carrier dynamics, or real-time systems is a strong plus. - Willingness to work part of the incident commander rotation, including off-hours shifts, especially in the first year.