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.

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world’s most admired brands interact with their customers through AI. Our global team of courageous innovators is customer-obsessed, building AI-first solutions that put empathy, trust, and transparency at the center of every interaction. We foster an inclusive culture where diverse perspectives drive our success and every voice belongs. Combining the stability of a global leader with the agility of a disruptor, Talkdeskers are empowered with the autonomy to drive meaningful impact, while giving back to the communities and environment around us.

Talkdesk has been recognized as a Leader in the Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS) and in the G2 Overall Grid® Reports for AI Agents and Contact Center. With seven consecutive years on the Forbes Cloud 100 and multiple AI Breakthrough awards, there has never been a more exciting time to join us as we shape the future of customer experience automation!

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.