Senior Incident Manager

The role

You will lead the response to high-visibility technical incidents and enterprise customer escalations. You will coordinate responders, own customer communications, and drive the post-incident review process.

What you will do

• Lead end-to-end management of high-visibility technical incidents and enterprise customer escalations.
• Coordinate the response effort across teams during an incident.
• Act as a bridge between Customer Success and internal engineering/product teams.
• Own status page communications.
• Own end-to-end production of customer-facing root cause analyses.
• Ensure proper documentation of internal corrective actions.
• Maintain and report on core incident metrics.
• Develop and deliver training materials, internal documentation, and knowledge base articles.
• Design and implement incident response strategies and self-serve support processes.
• Participate in on-call rotation, 10am–10pm coverage, 5 days per week.

Required qualifications

• Background on an enterprise customer support team, or direct experience working with enterprise customers
• Strong written communication
• Understands the nuances of what can and cannot be communicated to customers
• Strong judgment on communication level
• Sound judgment on transparency
• Logical, structured thinker with a solid grounding in incident management process and best practices
• Comfortable working with data to track and report on trends
• Working familiarity with Linux, virtualization, and Kubernetes

Nice to have

• Experience working with customers in a startup environment
• Background in cloud infrastructure or AI-focused environments
• Understanding of Virtualization and orchestration/scheduling technologies (Slurm or Kubernetes)
• Hands-on experience with Linux, virtualization, or Kubernetes
• Understanding of the TCP/IP stack
• Understanding of Infrastructure-as-Code (IaC) practices

Benefits

• Pension contributions
• Private health and dental insurance
• Income protection
• Life assurance

About the company

Crusoe is a vertically integrated AI infrastructure company that owns and operates each layer of the stack to power AI workloads. They use an energy-first approach to solve power bottlenecks for AI compute.