Senior Incident Commander

Procore Technologies • Austin, TX

1d • Onsite

About The Position

We’re looking for a Senior Incident Commander to join Procore’s Product & Technology Team. Procore software solutions aim to improve the lives of everyone in construction, and the people within Product & Technology are the driving force behind our innovative, top-rated global platform. We’re a customer-centric group that encompasses engineering, product, product design, data, security, and business systems. As a Senior Incident Commander at Procore, you will play a key role in leading and facilitating incident management processes across our global products and security infrastructure. You will use your strategic project management skills and technical acumen to independently handle high-pressure, critical incidents while ensuring seamless communication with executive leadership. Beyond active response, you will partner with stakeholders to drive service excellence, lead post-incident reviews (RCA), and operationalize data-driven improvements. A foundation in SRE principles, cross-functional influence, and a commitment to maintaining service levels in a 24x7x365 environment is critical to succeed in this role. This position reports into Manager, Engineering Operations and will be based in our Austin, TX office. We’re looking for someone to join us immediately. Apply today to join our team of Groundbreakers! At Procore, AI isn’t a specialized tool, it's a core competency. We expect every team member to be AI-literate, leveraging generative tools and agentic workflows to move faster and work smarter. You won’t just use AI; you’ll be building the agentic future of construction.

Requirements

• 5+ years of experience in Incident Management, specifically leading major incidents and high-severity situations.
• Proven experience operating and implementing Incident Management tools.
• Hands-on experience with monitoring platforms and applications such as Datadog, Honeycomb, Jira Service Management.
• Working knowledge of cloud and on-premise system architecture and design.
• Expertise in troubleshooting techniques and problem-solving within a 24x7x365 environment.
• Must be eligible to support Procore’s FedRAMP environment
• Strategic Thinking: Ability to analyze incidents from the customer's perspective and drive all phases through to mitigation.
• Leadership Presence: Experience leading incident calls confidently and independently, driving teams toward resolution while managing escalation paths.
• Cross-Functional Influence: Ability to coordinate with multiple internal teams to establish containment strategies and influence without direct authority.
• Process Engineering: Experience in process analysis, identifying inefficiencies, and implementing recommended solutions for large enterprise environments.
• Security Expertise: Experience managing complex security and privacy investigations.

Responsibilities

• Incident Leadership: Serve as a subject matter expert for Procore’s incident management. Facilitate resolution for all major incidents, managing zoom calls, communications, and resource engagement to minimize customer impact.
• Strategic Collaboration: Partner with Engineering Operations and Service Owners to manage complex, sensitive critical incidents to conclusion, identifying and resolving roadblocks to ensure timely mitigation.
• Root Cause Analysis (RCA): Lead post-incident reviews to identify root causes. Partner with teams to craft quality RCAs and drive actionable improvements that minimize the frequency and severity of future incidents.
• Data-Driven Improvement: Leverage organizational data to analyze incident trends and operational success metrics. Implement automated procedures to capture data consistently, enabling proactive prevention strategies.
• Executive Communication: Regularly interact with senior leaders to facilitate effective incident handling. Generate clear, tailored communications for multiple audiences, both internal and customer-facing.
• Operations & Assurance: Provide daily support across Procore’s global infrastructure to maintain service levels. This includes JSM (Jira Service Management) ticket hygiene, daily reporting, and general production assurance duties.
• On-Call Support: Participate in a 24x7x365 rotational shift, including on-call responsibilities outside of standard business hours and weekends.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 11-50 employees