Incident Commander

Talkdesk is seeking a detail-oriented and highly organized Incident & Platform Operations Commander to support incident management, cross-functional engineering initiatives, and operational governance across our technical organization. This role will be responsible for managing incident documentation (including RCAs), ensuring data integrity, tracking platform-wide initiatives, and enforcing our critical vendor management process. You will collaborate with engineering, product, and operations teams to drive accountability, documentation quality, and process improvements.

Key Responsibilities:

Incident Management & Documentation

• Manage end-to-end incident lifecycle documentation, including incident summaries and root cause analyses (RCAs);
• Facilitate timely and accurate completion of incident documentation across internal teams;
• Ensure incident data fidelity by aligning with engineering and product teams on standards and quality;
• Maintain and enhance incident templates, workflows, and reporting tools.
  
  

Cross-Functional Initiative Tracking

• Track cross-product and cross-functional engineering initiatives that arise from incidents;
• Collaborate with team leads and stakeholders to define ownership, timelines, and key milestones for follow-ups;
• Monitor progress of remediations and ensure closure of post-incident action items.
  
  

Core Platform & Strategic Initiatives Support

• Maintain a centralized view of Core Platform Initiatives across Product and Engineering;
• Track initiative status, dependencies, and risks to support executive and cross-team visibility;
• Ensure alignment with broader strategic objectives and timelines.
  
  

Critical Vendor Management

• Maintain and enforce the existing Critical Vendors list and associated management processes;
• Partner with stakeholders to ensure vendors meet compliance, performance, and documentation standards;
• Continuously improve process documentation related to vendor oversight and governance.
  
  

Qualifications:

• 25 years of experience in technical operations, incident management, technical program management, or a related field;
• Familiarity with incident response processes, root cause analysis methodologies, and operational documentation;
• Strong organizational skills and attention to detail; ability to manage multiple workstreams simultaneously;
• Proficient with tools such as Jira, Confluence, Google Workspace, and project tracking systems;
• Excellent written and verbal communication skills; capable of working across teams and influencing outcomes without direct authority.
  
  

Preferred Qualifications:

• Experience with SRE or DevOps practices and managing operational processes in a fast-paced tech environment;
• Understanding of vendor risk management or third-party compliance;
• ITIL training is a plus;
• Background in platform engineering, infrastructure, or large-scale technical systems is a plus.
  
  

What You'll Bring:

• A process-driven mindset and a passion for clarity and quality in documentation;
• Strong focus on high-fidelity data to support informed decisions by senior leadership;
• A collaborative spirit and the ability to coordinate across multiple teams and functions;
• A proactive approach to identifying and solving systemic issues;
• A high degree of ownership and accountability.