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Home / Incident Engineer

Incident Engineer

  • Full Time
  • Anywhere

Netomi

About the Company:

Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.
Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!
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.

Responsibilities

  • 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

Requirements

  • 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

Nice to Have

  • 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.

Originally posted on Himalayas

To apply for this job please visit himalayas.app.

Working in India

India, officially the Republic of India, is a country in South Asia. It is the seventh-largest country by area, the most populous country in the world and, since its independence in 1947, the world's most populous democracy. Bounded by the Indian Ocean on the south, the Arabian Sea on the southwest, and the Bay of Bengal on the southeast, it shares land borders with Pakistan to the west; China, Nepal and Bhutan to the north; Bangladesh and Myanmar to the east. In the Indian Ocean, India is near Sri Lanka and the Maldives. Its Andaman and Nicobar Islands share a maritime border with Myanmar, Th

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