Lead, Incidents & Escalations, User Operations

📋 Description

• Participate in on-call rotation and lead live incidents
• Own alert intake and triage across support, safety, customer issues
• Assess severity, scope, and initiate the appropriate response path
• Coordinate with Eng, Infra, Support Delivery, Product, Legal, GTM as needed
• Lead incident response calls and manage timelines
• Set internal guidelines for incident communications

🎯 Requirements

• 10+ years in incident management, technical support, or production operations
• 5+ years on-call or high-urgency operational environments
• 5+ years of leadership in a Support/Engineering context
• Experience as Incident Commander during live incidents
• Direct experience with customer-impacting incidents and exec escalations
• Proficient with incident management and alerting tools (incident.io, PagerDuty, Datadog, Jira)

🎁 Benefits

• Hybrid work model: 3 days in the office per week
• Relocation assistance for new employees
• OpenAI culture and global impact opportunities