Docker - Senior Escalation & Incident Manager
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Requirements
• 6+ years of experience in escalation & incident management, SRE, or production operations in a cloud/SaaS environment • Proven experience leading high-severity incident response in complex distributed systems • Experience working in 24/7 on-call or escalation environments • Familiarity with compliance or security incident response • Experience building or scaling incident management programs • Strong understanding of: Cloud platforms (AWS, GCP, Azure), Observability tools (logs, metrics, tracing) • Exceptional communication skills with the ability to remain calm under pressure • Experience influencing cross-functional teams without direct authority • Ability to communicate effectively with both technical teams and executive stakeholders • Strong focus on process improvement and operational rigor • Data-driven approach to identifying trends and driving improvements • How We Work • Scope & Complexity: You'll work on projects of moderate scope and complexity with significant impact on your team and related teams • Guidance: You'll receive general instructions on routine work and more detailed guidance on new or complex tasks • Growth: You'll have opportunities to lead projects, mentor teammates, and develop emerging strategic thinking skills • Autonomy: You'll exercise judgment within defined processes while contributing to process improvements • What to Expect • First 90 Days — Learn, Listen, and Establish Foundations • Shadow live escalations and incidents end-to-end to understand current triage, routing, and resolution workflows • Identify gaps in case prioritization logic, SLA adherence, and handoff quality between support and engineering • Begin taking ownership of critical escalations with guidance, building credibility with engineering and customer stakeholders • Review past high-severity escalation cases to understand how communication was handled, what worked, and where it broke down • Meet with Engineering leads, and Product counterparts to understand existing relationships, pain points, and collaboration norms • Learn how bugs and escalations are currently surfaced into sprint and roadmap planning • Map the current escalation-to-engineering handoff process and identify friction points • Conduct a full audit of existing escalation and incident playbooks, criteria, and SLA/SLO documentation • Note which processes are well-documented vs. ad hoc, and which are followed consistently vs. inconsistently • Identify the two or three most urgent process gaps to address in the next phase • Review recent post-incident RCAs and post-escalation retrospectives for patterns • Begin cataloging recurring escalation themes by product area, customer segment, or issue type • First 6 Months & Beyond — Build, Improve, and Lead • Own the full escalation lifecycle with confidence — driving critical cases to resolution with minimal oversight • Reduce re-escalation rates and time-to-resolution through improved triage accuracy and resource coordination • Establish a consistent, reliable escalation experience that enterprise customers and internal stakeholders trust • Become the recognized internal authority for enterprise escalation communication — executive stakeholders know who to call • Develop and standardize communication templates and escalation status update formats used across the team • Establish a regular feedback loop — a recurring forum or structured process — where escalation patterns are reviewed with Product and Engineering • Successfully advocate for customer-impacting issues that result in roadmap or sprint prioritization • Become a trusted partner to engineering leads, not just a support contact — someone brought in early during incidents • Ship a revised, fully documented escalation and incident management framework including criteria, process flows, SLA/SLO definitions, and communication protocols • Ensure all playbooks are current, distributed, and being actively used by the team • Establish a post-incident RCA process that is consistent, timely, and produces actionable outcomes • Own a metrics reporting cadence with Support and Engineering leadership — delivering regular trend analysis, not just status updates • Use data to make and win at least one meaningful case for a tooling, staffing, or process change • Demonstrate measurable improvement in two or more core KPIs from your 90-day baseline • Deliver a structured escalation insights report — shared with Product, Engineering, and Customer Success — that connects escalation patterns to systemic issues and recommendations • Docker does not offer visa sponsorship for this role.
Responsibilities
• Escalation/Incident Management & Resolution Own the escalation lifecycle from intake to resolution — ensuring cases are triaged accurately, prioritized by business impact, assigned to the right resource, and driven to closure without falling through the cracks. Maintain hands-on involvement in the most critical escalations, providing guidance, coordinating engineering resources, and managing stakeholder communication in real time. • Team Mentorship & Development Mentor, grow, and support a global team of Support Leaders and Engineers. Partner to set clear expectations for case quality, handling, and customer communication standards. Coordinate and train cross-functional teams to triage, mitigate, and resolve escalations & incidents quickly. • Customer & Executive Communication Serve as a primary point of contact for enterprise customers and internal stakeholders during high-severity escalations and incidents. Craft and deliver clear, confident written and verbal updates. Manage expectations with precision — knowing when to reassure, when to escalate urgency internally, and when to bring in executive sponsorship. • Engineering & Product Partnership Build strong working relationships with Engineering and Product to ensure escalated issues and incidents receive timely attention and appropriate prioritization. Advocate for customer-impacting bugs and systemic issues in roadmap and sprint planning conversations. Establish feedback loops that translate escalation patterns into actionable product and reliability improvements. • Process Design & Standards Help define and maintain the escalation/incident criteria, process flow, SLA/SLO commitments, and communication protocols that govern how issues/incidents are handled. Ensure playbooks are current, consistently followed, and refined after major incidents or escalations. Partner with Product and Engineering to produce and deliver post-incident root cause analysis documentation. • Metrics & Operational Health Own the KPIs that reflect escalation and incident team performance — Report regularly to Support and Engineering leadership with trend analysis and actionable recommendations. Use data to make the case for tooling improvements, staffing adjustments, or process changes. • Voice of the Customer Synthesize escalation data and direct customer feedback into structured insights for Product, Engineering, and Customer Success. Identify recurring themes that indicate deeper systemic issues — whether in the product, documentation, onboarding, or support process — and champion resolution at the organizational level.
Benefits
• Freedom & flexibility; fit your work around your life • Designated quarterly Whaleness Days plus end of year Whaleness break • 16 weeks of paid Parental leave • Technology stipend equivalent to $100 net/month • PTO plan that encourages you to take time to do the things you enjoy • Training stipend for conferences, courses and classes • Equity; we are a growing start-up and want all employees to have a share in the success of the company • Medical benefits, retirement and holidays vary by country • Remote-first culture, with offices in Seattle and Paris • Docker embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our company will be.
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