Incident Commander

The Incident Commander at Talkdesk plays a pivotal role in overseeing incident management and operational governance within the technical organization. This position is integral to ensuring the stability and reliability of Talkdesk's cloud-based customer experience solutions. As a global leader in Customer Experience Automation (CXA), Talkdesk is committed to delivering innovative, AI-driven solutions that redefine customer interactions.

In this role, the Incident Commander is responsible for managing the entire incident lifecycle, including documentation, root cause analyses (RCAs), and ensuring data integrity. They collaborate with engineering, product, and operations teams to track cross-functional initiatives, monitor progress on remediation efforts, and maintain a centralized view of core platform initiatives. Additionally, the Incident Commander enforces critical vendor management processes, ensuring that vendors meet compliance, performance, and documentation standards.

Candidates should have 2–5 years of experience in technical operations, incident management, or technical program management. Proficiency with tools such as Jira, Confluence, Google Workspace, and project tracking systems is essential. Strong organizational skills, attention to detail, and excellent written and verbal communication abilities are crucial. Experience with SRE or DevOps practices, as well as an understanding of vendor risk management, are preferred.

While specific compensation details are not provided, Talkdesk offers a comprehensive benefits package that includes paid volunteer days, supporting the company's commitment to community and environmental giving.

Talkdesk fosters a collaborative and innovative culture, emphasizing customer obsession, courageous innovation, and diversity, equity, and inclusion. Employees are encouraged to contribute to community and environmental initiatives, reflecting the company's values.