Senior Incident Manager

At Braze, we have found our people. Were a genuinely approachable, exceptionally kind, and intensely passionate crew.
We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity inside and outside our organization.
To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture.
If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we cant wait to meet you.WHAT YOU'LL DO
Braze is at an inflection point in our maturity, where a key focus of our work is on Scalability, Observability, and Reusability. Reporting to our Head of Incident Management, youll focus on major incident management, process management, program management, and release management. The Technology Operations Team is focused on ensuring that Braze is operating as a technology-first business, with process, policy, and support in place to manage growth and scale. Youll be ensuring that programs and processes that span or are required by multiple engineering departments are standardized, followed, and improved over time.

Creating, communicating, and executing the incident response strategy and actions for individual incidents (spanning Security, IT, DevOps, and Product Engineering)
Incident Commanding - driving resolution of incidents by closely partnering and collaborating with Engineering, Technical Support, and Customer Success
Lead and contribute projects to improve tools and processes related to manageability, observability, resiliency
Manage incident-related training, including cross-training of our SREs, DevOps, and Application Engineers
Overseeing the incident management process and team members involved in resolving the incident
Prioritizing incidents according to their urgency and influence on the business
Contribute to our blameless post-mortem process, driving prioritization of action items related to site reliability and resiliency
Understand and translate technical information and issues into business cases, impacts, and risks that can easily be interpreted by the customer
Leads the weekly release process as part of a release management team
Escalate and manages release related issues through to resolution

Able to effectively communicate critical issue status (both verbally and written) to executive staff, go to market teams, and other involved parties
Are able to effectively build and maintain relationships with key stakeholders across the business
Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience leading technical incidents and driving them to resolution, whether as part of an on-call team or as an incident manager
A strong technical background and experience with specific tools for reporting, documentation, and observability (Jira, Confluence, Datadog, or the equivalent)
A good foundational understanding of release management concepts, DevOps, and SRE
You have a high degree of operational excellence, use data-driven decision-making to minimize risk, and love building and managing against reports and data
7+ years in incident management, operations, or technical support experience

Braze is a leading customer engagement platform that powers lasting connections between consumers and brands they love. Braze allows any marketer to collect and take action on any amount of data from any source, so they can creatively engage with customers in real time, across channels from one platform. From cross-channel messaging and journey orchestration to Al-powered experimentation and optimization, Braze enables companies to build and maintain absolutely engaging relationships with their customers that foster growth and loyalty.
Braze is proudly certified as a Great Place to Work in the U.S., the UK and Singapore. We ranked #3 on Great Place to Work UKs 2024 Best Workplaces (Large), #3 on Great Place to Work UKs 2023 Best Workplaces for Wellbeing (Medium), #4 on Great Place to Works 2023 Best Workplaces in Europe (Medium), #10 on Great Place to Work UKs 2023 Best Workplaces for Women (Large), #19 on Fortunes 2023 Best Workplaces in New York (Large). We were also featured in Built In's 2024 Best Places to Work, U.S. News Best Technology Companies to Work For, and Great Place to Work UKs 2023 Best Workplaces in Tech.
Youll find many of us at headquarters in New York City or around the world in Austin, Berlin, Chicago, Jakarta, London, Paris, San Francisco, Singapore, Sydney and Tokyo not to mention our employees in nearly 50 remote locations.
BRAZE IS AN EQUAL OPPORTUNITY EMPLOYER
At Braze, we strive to create equitable growth and opportunities inside and outside the organization.
Building meaningful connections is at the heart of everything we do, and that includes our recruiting practices. We're committed to offering all candidates a fair, accessible, and inclusive experience regardless of age, color, disability, gender identity, marital status, maternity, national origin, pregnancy, race, religion, sex, sexual orientation, or status as a protected veteran. When applying and interviewing with Braze, we want you to feel comfortable showcasing what makes you you.
We know that sometimes different circumstances can lead talented people to hesitate to apply for a role unless they meet 100% of the criteria. If this sounds familiar, we encourage you to apply, as wed love to meet you.
Please see our Candidate Privacy Policy for more information on how Braze processes your personal information during the recruitment process and, if applicable based on your location, how you can exercise any privacy rights.

Details of these benefits plan will be provided if a candidate receives an offer of employment. Benefits may vary by location.
From offering comprehensive benefits to fostering flexible environments, weve got you covered so you can prioritize work-life harmony.

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and tuition reimbursement
Community engagement opportunities throughout the year, including an annual company wide Volunteer Week
Employee Resource Groups that provide supportive communities within Braze
Collaborative, transparent, and fun culture recognized as a Great Place to Work