{"id":1963882,"url":"https://alion.io/job/selector-incident-escalation-manager","title":"Incident & Escalation Manager","company":{"id":1944457,"name":"Selector","domain":"selector.ai","url":"https://alion.io/company/selector-ai","size_band":"11-50","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":{"grade":"B","score":77,"open_postings":13,"ghost_share":0.308,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":155,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Santa Clara, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":182000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":415},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AIOps","optional":false},{"name":"Commander.js","optional":false},{"name":"Incident Management","optional":false},{"name":"Jira","optional":false},{"name":"PagerDuty","optional":false},{"name":"Slack","optional":false},{"name":"JavaScript","optional":true},{"name":"Node JS","optional":true}],"status":"live","first_seen_at":"2026-10-06T16:41:47Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-16T13:02:44Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":9},"description":"About Us\nSelector is building an operational intelligence platform for digital infrastructure. Using an AI/ML-based analytics approach, the platform provides actionable, multi-dimensional insights to network, cloud, and application operators. It helps operations teams meet their KPIs through seamless collaboration, a search-driven conversational experience, and automated data engineering pipelines.\nOur solutions are used by leading Telecom, Media, Health Care, Finance, Retail, Professional Sports, and Fortune 500 enterprise organizations around the world. Our novel approach and rapidly expanding footprint position us for continued growth as a category leader.\nTitle: Incident & Escalation Manager\nLocation:Santa Clara HQ preferred\nAbout the Role\nSelector AI is building a dedicated Incident & Escalation functionto strengthen how we manage critical incidents and customer escalations as we scale.\nWe are looking for an experienced leader who can define the vision, build the operating model, and drive execution. You will bring together existing practices across NOC, SRE, Solution Engineering, Engineering, Product, Support, and Account teams and establish a consistent, scalable approach to incident and escalation management.\nThis is not simply an incident coordination role. You will build the function-from vision and process through execution, training, metrics, and continuous improvement\nWhat You Will Own\nDefine the model:Establish what is an incident vs. escalation, severity levels, entry/exit criteria, roles, decision rights, and escalation paths.\nBuild the process:Turn the model into practical workflows across NOC, SRE, Solution Engineering, Engineering, Product, Support, and Account teams.\nRun the response:Own the pager and participate in the Incident Commander rotation, driving clear owners, actions, decisions, communication, and resolution.\nBuild the IC bench:Train, coach, and certify Incident Commanders so the organization does not depend on a few individuals.\nEstablish customer communication:Define communication cadence, executive updates, customer RCAs, and post-incident follow-through.\nDrive accountability:Every escalation has an owner, next action, and date. Challenge stalled work and escalate when commitments are missed.\nClose the loop:Ensure post-incident actions have owners and deadlines and are driven to completion.\nBuild the feedback loop:Identify recurring customer and operational issues and drive them into Engineering and Product priorities.\nMeasure the function:Establish meaningful metrics around response, resolution, escalations, RCA SLAs, repeat incidents, and corrective-action closure.\nEvolve the model:Use automation and AI where appropriate to improve detection, triage, investigation, and incident response while maintaining clear human accountability.\nWhat You Bring\n8-12+ years in incident management, escalation management, SRE operations, technical support escalation, or technical program management.\nExperience building or transforming an incident/escalation program, not simply operating within one.\nStrong ability to turn an ambiguous vision into process, ownership, tooling, training, and measurable outcomes.\nExperience building and developing Incident Commanders.\nStrong technical understanding of distributed systems, cloud, networking, observability, or enterprise platforms.\nCalm under pressure, decisive with incomplete information, and willing to challenge unclear ownership or stalled execution.\nStrong written and verbal communication, including executive updates and customer-facing RCAs.\nFamiliarity with PagerDuty, Jira, Slack, and incident management workflows.\nAIOps, NOC, networking, telecom, or AI-assisted operations experience is a strong plus.\nWillingness to participate in the Incident Commander rotation, including off-hours coverage while the function is being established.\nWhat Success Looks Like\nYou will build a predictable, scalable Incident & Escalation capabilitywhere the right people engage quickly, ownership is clear, communication is consistent, resolution is driven, and lessons become measurable improvements.\nThis is an opportunity to build and lead an important operational capability at a growing AI company.\n\nCompensation:\n165K-200K base\nPerks: discretionary PTO, health insurance, 401k, bonus potential, and more.","description_format":"text","description_chars":4327,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","MLOps","Observability & APM"],"lifecycle":[{"event":"open","at":"2026-10-06T16:41:47Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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