Principal Site Reliability Engineer - Incident Response Commander

at  DocuSign

COMPANY OVERVIEW

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 Principal Incident response commander at Docusign is an expert in leading, identifying, facilitating, and resolving various critical incidents including technology, products, and security. The role involves strategic project management, effective communication with stakeholders including executive leadership, and handling difficult incidents independently. They play a pivotal role in developing Docusign’s overall service excellence practice by creating standard operating procedures, training material, and mentoring team members.
The role also requires daily incident management support across various Docusign infrastructures globally, ensuring the maintenance of service levels. 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, responsible and able to prioritize and operate under time constraints. Adherence to established procedures and detailed documentation of incidents and resolution steps is critical.
This position is an individual contributor role reporting to the Director, SRE Incident Response (Software Engineering).