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Tucows Logo Tucows · IT - Administration

Senior Response Manager

Canada 84400.00 - 105500.00 CAD / Year · Job Posted January 07, 2026
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Job Description

We’re looking for a Senior Response Manager to lead Wavelo’s incident response function. In this role, you’ll own the end-to-end response process for critical incidents - ensuring stability, visibility, and resilience across our platforms. You’ll lead real-time response efforts, build strong partnerships with engineering and customer teams, and drive post-incident improvement. This is a highly collaborative, high-trust role that sits at the heart of how Wavelo protects customer experience at scale.

Job Responsibility

  • Lead Major Incident Response: Be the point person during high-severity incidents, coordinating engineers, product teams, and leadership toward resolution
  • Drive Communications: Own internal and external communications during incidents - ensuring transparency, clarity, and calm throughout
  • Post-Incident Reviews (RCAs & PIRs): Run or oversee blameless incident reviews, identifying systemic risks and driving real change
  • Tooling & Monitoring Strategy: Shape and improve our usage of monitoring, observability, and alerting tools such as Grafana, Datadog, PagerDuty/Jeli, and Slack-based workflows
  • Resilience Improvements: Use incident data to reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) across all services
  • Coach & Mentor: Support and develop other Response Managers, Engineers on-call, and team leads in their incident response skills
  • Partner with Engineering & Product: Help integrate incident learnings into product roadmaps, technical debt planning, and deployment strategies
  • Define KPIs & Reporting: Establish and track key metrics for incident volume, impact, recovery times, and recurrence patterns
  • Champion Operational Maturity: Help the company scale its resilience mindset as we grow—through documentation, training, and great tooling

Requirements

  • 5–7+ years experience in incident management, SRE, or IT operations leadership, preferably in SaaS, cloud, or telecom contexts
  • Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience
  • Proven success leading high-severity incidents in distributed, cloud-native systems
  • Strong understanding of incident lifecycle, ITSM principles, and cross-functional coordination
  • Excellent communication skills - able to synthesise technical details into actionable updates for executive and customer audiences
  • Deep familiarity with monitoring and observability tools
  • Strong grasp of RCA methodologies and ability to drive follow-through
  • Demonstrated ability to lead change through influence - not just authority

Nice to have

  • ITIL v4 Foundation or equivalent certification
  • Hands-on experience with: PagerDuty/Jeli
  • Grafana OnCall
  • Cloud infrastructure (AWS, GCP, or similar)
  • Linux/Unix systems, Kubernetes, microservices architecture
  • Experience managing post-incident reviews in tools like Jeli or Incident.io
  • Exposure to CI/CD pipelines and Agile delivery methodologies
  • Data analysis skills to mine incident and alerting data for trends

What we offer

  • generous benefits
  • reasonable accommodation for individuals with disabilities
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