Senior Escalation & Incident Manager

📋 Description

• • Senior Escalation & Incident Manager at Docker Inc., responsible for owning the end-to-end experience for complex and critical customer issues, acting as the critical junction between customer support, engineering, and product to ensure urgent, consistent, and executive-level communication during high-severity incidents.
• • Day-to-day responsibilities include owning the escalation lifecycle from intake to resolution, mentoring and developing a global team of Support Leaders and Engineers, serving as the primary point of contact for enterprise customers and internal stakeholders during incidents, building strong partnerships with Engineering and Product teams, defining and maintaining escalation/incident processes and standards, owning KPIs and reporting on operational health, and synthesizing customer feedback into actionable insights for product and reliability improvements.
• • Docker is a remote-first company with a global team united by innovation and great developer experiences, serving over 20 million monthly users and processing 20 billion image pulls through Docker Hub, the world’s largest container registry, trusted by startups and Fortune 100 companies.
• • In this role, you will learn to lead high-severity incident response in complex distributed systems, develop expertise in influencing cross-functional teams without direct authority, master data-driven process improvement, become a trusted advisor to engineering and executive stakeholders, and help shape Docker’s incident management framework while advancing your career in production operations and customer advocacy.