Incident Engineer

About the role

We are looking for a proactive Incident Manager to own end-to-end incident response across our AI and platform stack. You will ensure rapid detection, triage, communication, and resolution of incidents impacting customers and internal systems.

Own the incident lifecycle: detection, triage, escalation, resolution, and postmortems

Act as the central command during major incidents (war rooms, stakeholder updates)

Define and enforce SLAs/SLOs, incident severity frameworks, and runbooks

Collaborate with Engineering, ML, and Integrations teams to resolve issues quickly

Monitor system health across integrations (agent desks, LLMs, ASR/TTS pipelines)

Drive root cause analysis (RCA) and preventive actions

Improve observability, alerting, and incident tooling

Maintain clear internal and customer-facing communication during incidents

3–6 years in Incident Management / SRE / Production Support roles

Strong understanding of distributed systems, APIs, and cloud environments (AWS)

Experience with observability tools (e.g., DataDog)

Familiarity with AI/ML systems, especially LLM integrations and voice stacks (ASR/TTS), is a plus

Experience with monitoring/tracing tools like Langfuse or similar

Excellent communication and stakeholder management skills

Ability to stay calm under pressure and drive structured resolution

Exposure to OpenAI or similar LLM platforms

Experience supporting customer-facing SaaS products

Automation mindset (runbooks, alert tuning, incident tooling)

Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.