Senior Incident Manager

Join Crusoe as a Senior Incident Manager, where you'll lead the response to technical incidents, coordinate cross-team efforts, and drive communication throughout the process. You'll also own the post-incident review process, maintain incident metrics, and have the opportunity to shape and enhance our incident management processes. The ideal candidate has strong incident coordination fundamentals, experience writing customer-facing root cause analysis, and basic technical fluency.

• Lead the response to high-visibility technical incidents, coordinating efforts across teams and ensuring effective communication throughout the incident lifecycle.
• Own the production of customer-facing root cause analyses, translating incident data into clear, structured writing for enterprise customers and executives.
• Maintain and report on core incident metrics, ensuring incident data is accurate and complete, and driving improvements to the reliability of products and platforms.

• Background on an enterprise customer support team, or direct experience working with enterprise customers
• Comfortable working with data to track and report on trends, not just handling incidents in the moment
• Understands the nuances of what can and cannot be communicated to customers, including what needs to be documented in writing
• Strong written communication — able to turn technical, ambiguous incident detail into clear, structured narratives for a non-technical audience
• Strong judgment on communication level — knowing what to filter out when reporting bad news, since each incident case is different
• Working familiarity with Linux, virtualization, and Kubernetes — comfortable enough to engage credibly with infrastructure and technical responders during an incident, without needing to be the one troubleshooting
• Logical, structured thinker with a solid grounding in incident management process and best practices
• Sound judgment on transparency — knowing when to stay high-level vs. go into detail
• Understanding of Infrastructure-as-Code (IaC) practices
• Understanding of the TCP/IP stack
• Hands-on experience with Linux, virtualization, or Kubernetes
• Understanding of Virtualization and orchestration/scheduling technologies (Slurm or Kubernetes)
• Background in cloud infrastructure or AI-focused environments
• Experience working with customers in a startup environment, with an understanding of the complexities that come with it