$138K – $266KSeniorFull Time
Docusign brings agreements to life. Over 1.5 million customers and more than a billion people in over 180 countries use Docusign solutions to accelerate the process of doing business and simplify people’s lives. With intelligent agreement management, Docusign unleashes business-critical data that is trapped inside of documents. Until now, these were disconnected from business systems of record, costing businesses time, money, and opportunity. Using Docusign’s Intelligent Agreement Management platform, companies can create, commit, and manage agreements with solutions created by the #1 company in e-signature and contract lifecycle management (CLM).
The Senior Incident Commander is part of the SRE Incident Response team at Docusign. The role is around leading and facilitating incidents and incident management processes around our products and security. The role involves strategic project management, effective communication with stakeholders including executive leadership, and handling challenging incidents independently. They play a pivotal role in developing Docusign’s overall service excellence practice by creating standard operating procedures, training material, operationalizing action items and provide valuable metrics for improvement. The role also requires daily incident management support across various Docusign infrastructures globally, ensuring the maintenance of service levels. The role will facilitate resolution for all major incidents, and handling communications via bridge calls and emails. The role includes on-call responsibilities outside business hours and weekends, daily reporting, ticket administration, and general production assurance duties. The ideal candidate is self-motivated and responsible, with the ability to prioritize under heavy workloads and operate under time constraints. Adherence to established procedures and detailed documentation of incidents and resolution steps is essential.
This position is an individual contributor role reporting to the Sr. Manager, SRE Incident Command.
Responsibility
Serve as a subject matter expert for Docusign’s incident management
Partner with the SRE team to manage complex and sensitive critical incidents to conclusion, identifying and resolving challenges to ensure timely resolution
Partner with Service Owners and SRE to craft quality RCA and drive improvements across the domain to minimize number of incidents and their severity
Monitor, evaluate and report on incident management programs, processes and statistics to assure continuous improvement, implementing automated procedures to capture such data consistently
Lead post-incident reviews (RCA) by working with Service Owners and SREs to identify root causes, propose actionable improvements, and implement processes that minimize the number and severity of future incidents
Leverage organizational data to analyze incident trends, operational success metrics, and key areas for improvement, enabling data-driven decision-making and proactive prevention strategies
Utilize advanced reporting tools to proactively identify issues, systemic trends, and data anomalies
Utilize advanced monitoring and automation tools to identify opportunities to reduce response times, and ensure swift mitigation of risks, enabling more efficient management of major incidents and preventing incident recurrence
Interact regularly with senior leaders to facilitate effective incident handling or project delivery, producing suitable communications
Generate communications for multiple audience types, both customer-facing and internal
Prioritize incidents based on impact and urgency and classify them based on customer and operational impact, ensuring efficient resource allocation and effective resolution
Engage resources to resolve major incidents and minimize customer/business impact, managing escalation pathos as necessary
Serve as an escalation point within the Incident Management process, contributing to and initiating Crisis Incident response processes and applying the escalation process when required
Analyze incident data for anomalies, correlations, and trends against operational success criteria to improve incident response and prevention strategies
Participate in a rotational shift 24 x 7 x 365
Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.
Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.
Basic
8+ years experience in Incident Management, including leadership of major incidents and high-severity situations
Experience in operating and implementing Incident Management tools
Experience monitoring platforms and applications like Prometheus, Grafana, Azure Data Explorer, Incident.io
Experience with cloud and on-premise system architecture and design
Experience with troubleshooting techniques and problem-solving in a 24x7x365 environment
Preferred
Completion of recognized incident command training (e.g., ICS certifications) and the ability to apply structured command and communication during major incidents
Experience analyzing incidents from customers perspective and drive through all phases to mitigation
Experience leading during incident calls, confidently driving towards resolution while communicating progress effectively to all stakeholders
Strong cross-functional collaboration, coordinating with multiple internal teams to establish containment and remediation strategies are implemented and carried out
Ability to lead incident calls confidently and independently to a successful resolution
Ability to understand and work within complex, large enterprise business environments
Process improvement experience, including conducting process analysis, identifying inefficiencies, and implementing recommended solutions
Experience managing complex security and privacy investigations
Excellent oral and written communication skills, with the ability to tailor messages for technical and non-technical audiences
Ability to work well interpersonally across various levels and disciplines, as well as influence and manage without direct authority
Skilled in understanding infrastructure dependencies and system integrations to perform troubleshooting in public/private cloud environments
Applied mitigation experience with microservices architecture, CI/CD pipelines, network architecture, data storage solutions, and virtualization across hybrid environments, ensuring rapid incident resolution, effective rollback practices, and minimized downtime in highly distributed systems
Strong understanding of TCP/IP networking, DNS, Load Balancing, and SSL/TLS protocols to assist in diagnosing connectivity and performance issues
Pay for this position is based on a number of factors including geographic location and may vary depending on job-related knowledge, skills, and experience.
Based on applicable legislation, the below details pay ranges in the following locations:
California: $164,700.00 - $266,000.00 base salary
Illinois, Colorado, Massachusetts and Minnesota: $158,300.00 - $223,625.00 base salary
Washington, Maryland, New Jersey and New York (including NYC metro area): $158,300.00 - $232,575.00 base salary
Washington DC: $164,700.00 - $232,575.00 base salary
Ohio: $137,800.00 - $194,650.00 base salary
This role is also eligible for the following:
Global benefits provide options for the following:
Working here
Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what’s right, every day. At Docusign, everything is equal.
We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you’ll be loved by us, our customers, and the world in which we live.
Accommodation
Docusign is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need such an accommodation, or a religious accommodation, during the application process, please contact us at accommodations@docusign.com.
If you experience any issues, concerns, or technical difficulties during the application process please get in touch with our Talent organization at taops@docusign.com for assistance.
Applicant and Candidate Privacy Notice
This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.
It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.
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