# Incident Operations Specialist

**Company:** [Zapier](https://hotfix.jobs/companies/zapier)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $108k – $179k/yr
**Skills:** Incident.Io, Pagerduty, SQL, Databricks, Grafana, Looker, Datadog, Prometheus, Opensearch, Graylog, Slack Apis, GitLab, Coda, Jira, Zendesk
**Posted:** 2026-07-10

> Own day-to-day operations of Zapier's incident management program, maintaining tooling like incident.io and PagerDuty, building AI-powered automation workflows for response and reporting, sustaining the Incident Commander community, and driving continuous improvements across engineering, support, and other teams.

## Job Description

## Responsibilities
- Own incident tooling operations: Maintain reliability and configuration of incident.io, PagerDuty, Slack-based workflows, on-call rotations, and escalation paths. Monitor integrations and automations; fix issues.
- Build and maintain AI-powered workflows: Design and ship repeatable automation for incident thread summarization, postmortem draft generation, follow-up triage, severity classification, and data hygiene. Turn experiments into durable systems.
- Build and sustain the IC community: Grow community of practice for Incident Commanders and Support Leads. Run touchpoints, share learnings, coach responders.
- Operate data and reporting systems: Build, maintain, troubleshoot dashboards and reports (Databricks, Grafana, Looker). Ensure data quality, surface trends.
- Maintain documentation and enablement assets: Keep playbooks, templates, incident guides current. Flag gaps.
- Drive continuous improvement: Participate in incidents and postmortems. Identify patterns, implement improvements, surface friction with solutions.
- Partner across the org: Coordinate with Engineering, Support, GTM, Legal, Finance on incidents.
- Support the incident program at scale: Onboard new stakeholder groups, build self-sufficient infrastructure.

## Requirements
- Experience in incident response, technical operations, or reliability-adjacent role.
- Hands-on familiarity with incident tooling (incident.io, PagerDuty or equivalent) and Slack-based workflow automation.
- Comfortable with SQL and reporting tools (Databricks, Looker, Grafana).
- Able to diagnose issues using logs, system context, integration debugging.
- Can build lightweight automations, configure APIs, prototype AI workflows.
- Demonstrable daily AI usage for drafting, summarizing, building workflows, triaging.
- Built repeatable AI-powered workflows (beyond one-off prompts).
- Applies verification/judgment to AI outputs in high-pressure contexts.
- Can articulate AI impact on speed, quality, or capacity.
- Independently drives problems to resolution.
- Strong attention to detail in configuration, data quality, documentation.
- Works visibly with proactive updates.
- Proven track record of respectfully disagreeing and committing.

## Nice-to-Haves
- Experience with observability tools (Datadog, Grafana, Prometheus, Opensearch, Graylog).
- Comfortable in GitLab, Coda, Slack APIs.
- Empathy for commanders under pressure; gives constructive feedback.
- Async-first communication; writes clearly and proactively.
- Prioritizes ruthlessly and escalates trade-offs.

## Compensation
- Base salary range: $108,200 - $178,500 (varies by location, experience, and skills).

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