Full-Time Escalation and Incident Response Manager

About InvoiceCloud: InvoiceCloud is a leading provider of online bill payment services. Founded in 2009, the company has grown to be one of the leading disruptors in the cloud-based electronic bill presentment and payment (EBPP) space, helping institutions put customer experience first. By switching to InvoiceCloud, clients can improve customer engagement, loyalty, and efficiency while reducing churn and missed payments in the process. With over 50 million payments processed annually, InvoiceCloud is one of the most secure, innovative, and inclusive fintech solutions in the market. To learn more, visit www.InvoiceCloud.com.

We are seeking a visionary and proactive Escalation Manager to lead our Software Engineering team's efforts in managing and resolving major incidents and customer escalations as well as leading post-mortem reviews to drive continuous improvement.

Key Responsibilities:

1. Incident Response & Management: Act as the primary point of contact for major incidents, ensuring timely detection, assessment, and resolution. Lead incident response calls with engineering, support, and infrastructure teams to coordinate triage, mitigation, and recovery efforts. Communicate impact and status updates to key stakeholders, including engineering leadership, customer success, and executive teams. Escalate incidents appropriately to technical experts, senior leadership, and external partners when required. Ensure adherence to the Incident Management process, from detection to resolution and documentation.
2. Leadership and Strategy: Lead the incident and escalation management function with a focus on strategic outcomes and continuous improvement. Develop and implement a comprehensive incident management strategy that aligns with organizational goals. Mentor and coach team members, fostering a culture of accountability and excellence. Act as a role model for effective communication, collaboration, and problem-solving.
3. Continuous Improvement: Analyze incident and escalation data to identify trends and areas for improvement. Drive the implementation of best practices and innovative solutions to enhance incident and escalation processes. Lead post-incident reviews to identify root causes and ensure preventive measures are in place. Promote a culture of continuous learning and improvement within the team. Proactively monitor and follow up on outstanding escalated issues to ensure timely resolution. Create and review documentation for incident and escalation training. Define and track incident KPIs (MTTR, MTBF, Incident Volume, Severity Trends, etc.) to measure operational performance. Conduct Root Cause Analysis (RCA) and post-mortem meetings to identify preventative measures and track action items.
4. Stakeholder Engagement: Serve as the primary point of contact for escalations, ensuring timely and effective resolution, corrective action tracking, and follow through. Build and maintain strong relationships with internal and external stakeholders. Communicate incident status, resolution plans, and improvement initiatives to senior leadership. Advocate for the needs and concerns of stakeholders in incident and escalation processes.
5. Collaboration and Communication: Collaborate with cross-functional teams to ensure seamless incident resolution and knowledge sharing. Facilitate regular incident management meetings and workshops to drive continuous improvement. Prepare and present detailed incident and escalation reports to leadership, highlighting key insights and recommendations. Advocate for customer needs across departments, ensuring their voice is heard. Work with SRE, DevOps, and Engineering teams to improve system resiliency, failover strategies, and reliability engineering. Work closely with Customer Success & Support teams to ensure incident updates and resolutions are communicated effectively. Provide regular incident reports to executives and key stakeholders.

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