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…