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 challenging 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 Principal Incident Response Commander will facilitate resolution for all major incidents, and handling communications via bridge calls and emails. 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 and responsible, with the ability to prioritize under heavy workloads and operate under time constraints. Adherence to established procedures and detailed documentation of incidents and resolution steps is essential.

This position is an individual contributor role reporting to the Director, SRE Incident Response (Software Engineering).

Responsibility

• Serve as a subject matter expert for Docusign's incident management
• Lead and manage complex and sensitive critical incidents to conclusion independantly, identifying and resolving challenges to ensure timely resolution
• Lead strategic projects to meet incident management objectives and participate in post-incident analysis and documentation to identify root causes and preventive actions
• Monitor, evaluate and report on incident management programs, processes and statistics to assure continuous improvement
• Create and maintain process documentation, including standard operating procedures, demonstrating excellent judgment when addressing new challenges
• Interact with senior leaders regularly to facilitate effective incident handling or project delivery, producing suitable communications
• Ability to generate communications for multiple audience types, both customer-facing and internal
• Provide oversight, mentorship, and guidance to a team responsible for assessing escalations and making immediate decisions towards incident resolution, fostering a supportive and collaborative environment
• Prioritize incidents based on impact and urgency and classify them based on customer and operational impact
• Engage resources to resolve major incidents and minimize customeror business impact
• Serve as an escalation point within the Incident Management process, initiating Crisis Incident response processes and applying the escalation process when required
• Monitor and evaluate high-level incident-based data for anomalies and correlations to provide valuable insights into trends
• Participate in a rotational shift 24 x 7 x 365

Remote: Employee is not required to be in or near an office frequently and works from a designated remote work location for the majority of the time.

Positions at Docusign are assigned a job designation of either In Office, Hybrid or Remote and are specific to the role/job. Preferred job designations are not guaranteed when changing positions within Docusign. Docusign reserves the right to change a position's job designation depending on business needs and as permitted by local law.

Basic

• 15+ years experience in Incident Management
• Experience with Incident Management tools
• Working knowledge of monitoring platforms and applications like Prometheus, Grafana, Azure Data Explorer, PagerDuty
• Experience with troubleshooting techniques and problem-solving in a 24x7x365 environment

Preferred

• Run calls with multiple stakeholders to drive incidents forward and inform management
• Drive incidents to resolution with an appropriate sense of urgency
• Coordinate with multiple internal teams to establish containment and remediation strategies are implemented and carried out
• Demonstrated ability to lead under pressure, make decisions in ambiguous situations, and drive cross-functional collaboration swiftly
• Ability to lead incident calls confidently and independently to a successful resolution
• Ability to understand and work within complex, large enterprise business environments
• Capability to lead process analysis and provide recommendations for process improvements
• Experience managing complex security and privacy investigations
• Familiarity with Google SRE, Agile or Scrum, and DevOps principles
• Excellent oral and written communication skills
• Advanced problem identification, judgment, resolution, and decision-making skills
• Ability to work well interpersonally across various levels and disciplines, as well as influence and manage without direct authority
• Ability to prioritize and effectively manage competing priorities and projects
• Incident management experience within product, SaaS, Azure, AWS, and with SQL, Networking, and DevOps teams is highly desired
• Familiarity with basic troubleshooting in public/private cloud environments
• Demonstrated ability to lead under pressure, make decisions in ambiguous situations, and drive cross-functional collaboration swiftly
• Excellent oral and written communication skills, including the ability to build and present effective business presentations
• Advanced problem identification, judgment, resolution, and decision-making skills
• Ability to work well interpersonally across various levels and disciplines, as well as influence and manage without direct authority

Based on applicable legislation, the below details pay ranges in the following locations:

California: $188,200.00 - $302,825.00 base salary

Illinois and Colorado: $178,400.00 - $252,050.00 base salary

Washington and New York (including NYC metro area): $178,400.00 - $265,900.00 base salary

This role is also eligible for bonus, equity and .

Global benefits provide options for the following:

• Paid Time Off: earned time off, as well as paid company holidays based on region
• Paid Parental Leave: take up to six months off with your child after birth, adoption or foster care placement
• Full Health Benefits Plans: options for 100% employer paid and minimum employee contribution health plans from day one of employment
• Retirement Plans: select retirement and pension programs with potential for employer contributions
• Learning and Development: options for coaching, online courses and education reimbursements
• Compassionate Care Leave: paid time off following the loss of a loved one and other life-changing events

Working here

Docusign is committed to building trust and making the world more agreeable for our employees, customers and the communities in which we live and work. You can count on us to listen, be honest, and try our best to do what's right, every day. At Docusign, everything is equal.

We each have a responsibility to ensure every team member has an equal opportunity to succeed, to be heard, to exchange ideas openly, to build lasting relationships, and to do the work of their life. Best of all, you will be able to feel deep pride in the work you do, because your contribution helps us make the world better than we found it. And for that, you'll be loved by us, our customers, and the world in which we live.

Accommodation

Docusign provides reasonable accommodations for qualified individuals with disabilities in job application procedures. If you need such an accommodation, including an accommodation to properly use our online system, you may contact us at .

If you experience any technical difficulties or issues during the application process, or with our interview tools, please get in touch with us at for assistance.

This position is not eligible for employment in the following states: Alaska, Hawaii, Maine, Mississippi, North Dakota, South Dakota, Vermont, West Virginia and Wyoming.

It's important to us that we build a talented team that is as diverse as our customers and where all employees feel a deep sense of belonging and thrive. We encourage great talent who bring a range of perspectives to apply for our open positions. Docusign is an Equal Opportunity Employer and makes hiring decisions based on experience, skill, aptitude and a can-do approach. We will not discriminate based on race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, or any other legally protected category.

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