Crisis ownership and command for all P0/Critical escalations; manage full lifecycle.
Executive alignment; deliver status updates to C-level audiences.
Cross-functional war rooms; coordinate Eng, Product, Support, and Commercial.
Technical deep dive; use Datadog and logs to scope issues.
Root cause analysis to inform product/engineering roadmaps.
Internal influence to resolve blockers and restore services.

🎯 Requirements

12-15 years in high-pressure, customer-facing tech support on P0/P1 incidents.
Expert in monitoring tools (Datadog, Splunk, etc.) to identify issues quickly.
Executive presence leading crisis calls with clients and internal stakeholders.
Strong executive communication and influencing for recovery plans and risk.
Proven track record building and refining incident management and escalation.
Bachelor's degree required; MBA or advanced degree a plus.

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