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 inci