Sr. Incident Commander

Company Overview

Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).

What you'll do

The Senior Incident Commander is part of the SRE Incident Response team at Docusign. The role is around leading and facilitating incidents and incident management processes around our products and security. The role involves strategic project management, effective communication with stakeholders including executive leadership, and handling challenging incidents independently. They play a pivotal role in developing Docusign’s overall service excellence practice by creating standard operating procedures, training material, operationalizing action items and provide valuable metrics for improvement. The role also requires daily incident management support across various Docusign infrastructures globally, ensuring the maintenance of service levels. The role will facilitate resolution for all major incidents, and handling communications via bridge calls and emails. The role includes on-call responsibilities outside business hours and weekends, daily reporting, ticket administration, and general production assurance duties. The ideal candidate is self-motivated and responsible, with the ability to prioritize under heavy workloads and operate under time constraints. Adherence to established procedures and detailed documentation of incidents and resolution steps is essential.

This position is an individual contributor role reporting to the Sr. Manager, SRE Incident Command.

Responsibility

• Serve as a subject matter expert for Docusign’s incident management

• Partner with the SRE team to manage complex and sensitive critical incidents to conclusion, identifying and resolving challenges to ensure timely resolution

• Partner with Service Owners and SRE to craft quality RCA and drive improvements across the domain to minimize number of incidents and their severity

• Monitor, evaluate and report on incident management programs, processes and statistics to assure continuous improvement, implementing automated procedures to capture such data consistently

• Lead post-incident reviews (RCA) by working with Service Owners and SREs to identify root causes, propose actionable improvements, and implement processes that minimize the number and severity of future incidents

• Leverage organizational data to analyze incident trends, operational success metrics, and key areas for improvement, enabling data-driven decision-making and proactive prevention strategies

• Utilize advanced reporting tools to proactively identify issues, systemic trends, and data anomalies

• Utilize advanced monitoring and automation tools to identify opportunities to reduce response times, and ensure swift mitigation of risks, enabling more efficient management of major incidents and preventing incident recurrence

• Interact regularly with senior leaders to facilitate effective incident handling or project delivery, producing suitable communications

• Generate communications for multiple audience types, both customer-facing and internal

• Prioritize incidents based on impact and urgency and classify them based on customer and operational impact, ensuring efficient resource allocation and effective resolution

• Engage resources to resolve major incidents and minimize customer/business impact, managing escalation pathos as necessary

• Serve as an escalation point within the Incident Management process, contributing to and initiating Crisis Incident response processes and applying the escalation process when required

• Analyze incident data for anomalies, correlations, and trends against operational success criteria to improve incident response and prevention strategies

• Participate in a rotational shift 24 x 7 x 365

Job Designation

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaran