Incident and Escalation Manager

As the first Incident and Escalation Manager at Vapi, you will build a scalable response program for enterprise voice AI infrastructure that handles business-critical traffic. Your core mission is to define severity models, establish command structures, and personally join the incident rotation to train a sustainable bench while owning customer relationships post-incident. You will partner with engineering, legal, and CTO operations to govern credits, drive actionable roadmaps, and protect revenue during high-severity outages.