Support Specialist - Incident Commander

📋 Description

• • Be the calm, decisive voice that guides Caseware’s global SaaS platform through every storm. As our Incident Commander, you own the end-to-end lifecycle of critical incidents in a 24/7 cloud environment trusted by 500,000+ users across 130 countries. From the first alert to the final post-mortem, you orchestrate rapid response, protect customer trust, and turn chaos into continuous improvement.
• • Own the Incident War-Room: Within minutes of detection, initiate the incident response protocol, convene the right engineers, product owners, and support leads, and establish a single source of truth for status, impact, and next steps. Your command presence keeps cross-functional teams focused and customers informed.
• • Drive Resolution at Speed: Leverage deep knowledge of AWS, micro-services, and CI/CD pipelines to ask the right questions, remove blockers, and steer technical teams toward the fastest possible recovery. You balance urgency with accuracy, ensuring fixes are sustainable and rollback plans are ready.
• • Communicate with Radical Transparency: Craft concise, jargon-free updates for executives, customer success, and external status pages. Whether it’s a 3-minute Slack update or a 30-minute bridge call, your messaging builds confidence and reduces noise.
• • Instrument & Automate: Integrate and tune PagerDuty, New Relic, JIRA, and Microsoft Teams to auto-create incidents, enrich alerts with context, and trigger runbooks. You continuously refine thresholds and escalation paths to shrink MTTR and prevent alert fatigue.
• • Post-Incident Excellence: Within 24 hours of resolution, lead blameless post-mortems that surface root causes, quantify customer impact, and assign actionable follow-ups. You publish polished PIRs and RCAs that become required reading for engineering and support teams.
• • Reliability Evangelist: Translate lessons learned into proactive safeguards—chaos experiments, SLO dashboards, and game-day drills—that harden the platform against future failure. You champion a culture where reliability is everyone’s job.
• • Metrics that Matter: Track and broadcast uptime, MTTR, and customer-facing SLAs to internal stakeholders and on public status pages. Your data-driven narratives influence roadmap priorities and justify engineering investments.
• • On-Call Leadership: Participate in a fair, rotating on-call schedule (approximately one week in four). When your phone buzzes at 2 a.m., you greet the alert with curiosity, not dread, knowing the playbook and the people behind it have your back.
• • Mentor & Multiply: Coach support engineers on incident best practices, run monthly incident-response workshops, and build a library of reusable runbooks. Your legacy is a team that can command incidents even when you’re offline.
• • Global Collaboration: Work hand-in-hand with colleagues in Toronto, Dublin, and Sydney to ensure incidents follow the sun seamlessly. Your English fluency and cultural empathy make you a trusted bridge across time zones.