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Senior Incident Manager

Crusoe· Cloud Go-To-Market (GTM)
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Dublin - IEFull-timePosted 1w ago

About the role

Senior Incident Manager at Crusoe who leads incident response, coordinates cross-team efforts, communicates with customers, and drives post-incident analyses and preventative actions.

Responsibilities

  • Incident Response Leadership: Lead end-to-end management of high-visibility technical incidents and enterprise customer escalations, ensuring rapid restoration of services and effective communication throughout the lifecycle.
  • Incident Coordination: Coordinate the response effort across teams during an incident — you won't be troubleshooting the technical issue yourself, but you'll work closely with responders to determine which teams are needed and ensure everyone stays focused in the right direction.
  • Strategic Collaboration: Act as a critical bridge between Customer Success and internal engineering/product teams, translating frontline feedback into actionable incident response steps.
  • Customer Communication & Judgment: Own status page communications — determining the right level of detail and the best way to frame updates so customers get clear, useful information.
  • RCA Ownership: Own end-to-end production of customer-facing root cause analyses — translating incident data into clear, structured writing for enterprise customers and executives.
  • Corrective Action Documentation: Ensure proper documentation of internal corrective actions coming out of incidents, driving improvements to the reliability of our products and platform.
  • Incident Metrics & Reporting: Maintain and report on core incident metrics (response time, resolution time, time to RCA delivery).
  • Knowledge Empowerment: Develop and deliver training materials, internal documentation, and knowledge base articles for teammates and customers.
  • Process Innovation: Design and implement incident response strategies and self-serve support processes to scale the function as the team grows.
  • On-Call Participation: Participate in on-call rotation, 10am–10pm coverage, 5 days per week.

Qualifications

  • Background on an enterprise customer support team, or direct experience working with enterprise customers
  • Strong written communication — able to turn technical, ambiguous incident detail into clear, structured narratives for a non-technical audience
  • Understands the nuances of what can and cannot be communicated to customers, including what needs to be documented in writing
  • Strong judgment on communication level — knowing what to filter out when reporting bad news
  • Sound judgment on transparency — knowing when to stay high-level vs. go into detail
  • Logical, structured thinker with a solid grounding in incident management process and best practices
  • Comfortable working with data to track and report on trends, not just handling incidents in the moment
  • Working familiarity with Linux, virtualization, and Kubernetes — engage credibly with infrastructure and technical responders during an incident

Skills

Required:Incident managementCustomer-facing communicationData analysis and reporting

Benefits

  • pension contributions
  • private health and dental insurance
  • income protection
  • life assurance and more
Last updated Oct 14, 2026. Interested? Apply on the company site.

About Crusoe

The AI factory company | Renewable-powered AI infrastructure

Crusoe provides next-gen AI infrastructure and cloud compute using an energy-first approach. Deploy AI workloads at scale with reliable performance and 24/7 support.

AI infrastructureData centersEdge computingGPU computingRenewable energycloud computeenergy-first approachsetter-30
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