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:

2–5 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.