Staff Incident & Escalation Manager

What are we Looking for?

As a Staff Incident and Escalation Manager you will lead the response to high-severity production incidents that impact customers and mission-critical services. Operating in a fast-paced, cloud-native environment with globally distributed teams, you will act as the central point of coordination during major incidents, ensure timely resolution, maintain clear communication, and drive long-term process improvements. This is a high-impact role with visibility across the organization and a direct influence on customer trust and platform reliability.

What will you do?

• Serve as the primary incident commander for high-severity incidents across our production environment.
• Coordinate real-time troubleshooting efforts across globally distributed engineering and operations teams.
• Provide timely, accurate updates to stakeholders, customers (as needed), and executive leadership.
• Determine appropriate escalation paths and timing to drive fast resolution.
• Collaborate across Engineering, SRE, Product, and Support functions to ensure rapid alignment and resource mobilization.
• Facilitate post-incident reviews for high severity events, ensuring root cause analysis and comprehensive documentation.
• Promote a blameless culture and drive learning-focused retrospectives.
• Ensure follow-up action items are clearly defined, assigned, and completed on schedule.
• Maintain visibility into resolution progress and escalate blockers as needed.
• Enhance incident response practices through process development, tooling improvements, and knowledge sharing.
• Partner with global SRE and Engineering teams to improve observability, monitoring, alerting, and runbook quality.
• Participate in a rotating on-call schedule as a designated incident commander for major incidents.
• Be available during your on-call shift to lead incident calls, coordinate cross-functional teams, and drive resolution.
• Ensure smooth handoffs between on-call rotations and maintain accurate status documentation.
• On-call participation is shared equitably across the team and supported with clear escalation protocols and backup coverage.

What Skills and Experience Will You Need?

• 5+ years of experience in incident management, SRE, or operations roles within SaaS or cloud-native environments.
• Demonstrated ability to lead complex, high-severity incident response efforts across global teams.
• Strong communication and leadership skills, with the ability to stay composed under pressure.
• Experience with observability and incident tooling (e.g., PagerDuty, Opsgenie, Datadog, Splunk, Jira).
• Deep understanding of service reliability principles, escalation strategies, and root cause analysis methodologies.
• Comfortable working across time zones and in a fast-paced, evolving environment.

Why Us?

Join a cutting-edge company tackling extraordinary challenges alongside top industry talent. Enjoy flexible hybrid work in Prague (Karlin), Brno (Clubco), or remotely across CZ/SK. Only Prague-based employees are required to work from the office at least two days per week.

Competitive Benefits Package:

• Stock & Bonuses: Grant of Restricted Stock Units with a 4-year vesting plan, annual performance-based bonuses, and an employee stock purchase plan.
• Time Off & Well-being: Flexible Time Off, on top of the standard 5 weeks vacation, flexible paid sick days, fully paid Short Term Sick/Nursing Leave, 16-week parental leave, grandparent leave, and additional company holidays.
• Insurance & Health: Pension Insurance Contribution, Premium life insurance, Private medical care (for you and +1), and a Global Employee Assistance Program.
• Work Perks: Monthly meal and well-being allowance, high-end MacBook/Windows laptop, work-from-home support, and in-office refreshments.
• Growth & Community: LinkedIn Learning, internal mentoring, educational support, generous referral bonuses, and optional company events (sports, BBQs, charity).

Be part of an inclusive, innovative workplace that values belonging, flexibility, and growth!