Senior Incident Manager Job San Francisco area,California USA,IT/Tech

As a Senior Incident Manager at Crusoe, you’ll lead the response when things go wrong, coordinating the right people across teams, driving urgency, and keeping everyone focused until customer-impacting issues are resolved
You’ll own communication throughout that process, including internal updates that keep responders coordinated and leadership informed, and status page decisions that keep customers informed
Once an incident is resolved, you’ll drive the post-incident review process, ensuring postmortems are written and debriefs are held on time, then translate those findings into a clear, customer-facing root cause analysis (RCA) that builds lasting trust with enterprise customers and executives
You’ll also maintain the incident metrics and reporting that show how we’re performing, and ensure preventative actions coming out of incidents are properly documented and tracked
In this full-time position, you’ll have the opportunity to shape and enhance our incident management processes as the team and company scale, improving how we detect, respond to, and learn from incidents
The ideal candidate combines strong incident coordination fundamentals with real experience writing customer-facing root cause analysis to enterprise customers, plus the analytical rigor to track and report on incident data, and basic technical fluency to engage credibly with infrastructure teams, without needing to be the one troubleshooting
Incident Response Leadership:
Lead end-to-end management of high-visibility technical incidents and enterprise customer escalations, ensuring rapid restoration of services and effective communication throughout the lifecycle
Incident Coordination:
Coordinate the response effort across teams during an incident — you won’t be troubleshooting the technical issue yourself, but you’ll work closely with responders to determine which teams are needed and ensure everyone stays focused in the right direction
Strategic

Collaboration:

Act as a critical bridge between Customer Success and internal engineering/product teams, translating frontline feedback into actionable incident response steps
Customer Communication & Judgment:
Own status page communications — determining the right level of detail and the best way to frame updates so customers get clear, useful information. This requires more judgment at a startup, where communication practices are still being defined, versus larger, more established companies
RCA Ownership:
Own end-to-end production of customer-facing root cause analyses — translating incident data into clear, structured writing for enterprise customers and executives
Corrective Action Documentation:
Ensure proper documentation of internal corrective actions coming out of incidents, driving improvements to the reliability of our products and platform
Incident Metrics & Reporting:
Maintain and report on core incident metrics (response time, resolution time, time to RCA delivery), ensuring incident data is accurate and complete
Knowledge Empowerment:
Develop and deliver training materials, internal documentation, and knowledge base articles for teammates and customers
Process Innovation:
Design and implement incident response strategies and self-serve support processes to scale the function as the team grows
On-Call Participation:
Participate in on-call rotation, 10am–10pm coverage, 5 days per week, providing a reliable safety net for critical service interruptions

Benefits

Health & wellbeing:
Comprehensive health benefits designed to support your overall wellness
Time away:
Paid time off for vacations, family bonding, and unexpected needs
401(k) match:
Build your financial future with our 401(k) matching program
Mental wellness:
Resources and support for your emotional wellbeing and…