Job description
About Us
At SentinelOne, we’re redefining cybersecurity by pushing the limits of what’s possible—leveraging AI-powered, data-driven innovation to stay ahead of tomorrow’s threats.
From building industry-leading products to cultivating an exceptional company culture, our core values guide everything we do. We’re looking for passionate individuals who thrive in collaborative environments and are eager to drive impact. If you’re excited about solving complex challenges in bold, innovative ways, we’d love to connect with you.
What are we Looking for?
As a Staff Incident and Escalation Manager you will lead the response to high-severity production incidents that impact customers and mission-critical services. Operating in a fast-paced, cloud-native environment with globally distributed teams, you will act as the central point of coordination during major incidents, ensure timely resolution, maintain clear communication, and drive long-term process improvements. This is a high-impact role with visibility across the organization and a direct influence on customer trust and platform reliability.
What will you do?
- Serve as the primary incident commander for high-severity incidents across our production environment.
- Coordinate real-time troubleshooting efforts across globally distributed engineering and operations teams.
- Provide timely, accurate updates to stakeholders, customers (as needed), and executive leadership.
- Determine appropriate escalation paths and timing to drive fast resolution.
- Collaborate across Engineering, SRE, Product, and Support functions to ensure rapid alignment and resource mobilization.
- Facilitate post-incident reviews for high severity events, ensuring root cause analysis and comprehensive documentation.
- Promote a blameless culture and drive learning-focused retrospectives.
- Ensure follow-up action items are clearly defined, assigned, and completed on schedule.
- Maintain visibility into resolution progress and escalate blockers as needed.
- Enhance incident response practices through process development, tooling improvements, and knowledge sharing.
- Partner with global SRE and Engineering teams to improve observability, monitoring, alerting, and runbook quality.
- Participate in a rotating on-call schedule as a designated incident commander for major incidents.
- Be available during your on-call shift to lead incident calls, coordinate cross-functional teams, and drive resolution.
- Ensure smooth handoffs between on-call rotations and maintain accurate status documentation.
- On-call participation is shared equitably across the team and supported with clear escalation protocols and backup coverage.
What Skills and Experience Will You Need?
- 5+ years of experience in incident management, SRE, or operations roles within SaaS or cloud-native environments.
- Demonstrated ability to lead complex, high-severity incident response efforts across global teams.
- Strong communication and leadership skills, with the ability to stay composed under pressure.
- Experience with observability and incident tooling (e.g., PagerDuty, Opsgenie, Datadog, Splunk, Jira).
- Deep understanding of service reliability principles, escalation strategies, and root cause analysis methodologies.
- Comfortable working across time zones and in a fast-paced, evolving environment.
Why Us?
Join a cutting-edge company tackling extraordinary challenges alongside top industry talent. Enjoy flexible hybrid work in Prague (Karlin), Brno (Clubco), or remotely across CZ/SK. Only Prague-based employees are required to work from the office at least two days per week.
Competitive Benefits Package:
- Stock & Bonuses: Grant of Restricted Stock Units with a 4-year vesting plan, annual performance-based bonuses, and an employee stock purchase plan.
- Time Off & Well-being: Flexible Time Off, on top of the standard 5 weeks vacation, flexible paid sick days, fully paid Short Term Sick/Nursing Leave, 16-week parental leave, grandparent leave, and additional company holidays.
- Insurance & Health: Pension Insurance Contribution, Premium life insurance, Private medical care (for you and +1), and a Global Employee Assistance Program.
- Work Perks: Monthly meal and well-being allowance, high-end MacBook/Windows laptop, work-from-home support, and in-office refreshments.
- Growth & Community: LinkedIn Learning, internal mentoring, educational support, generous referral bonuses, and optional company events (sports, BBQs, charity).
Be part of an inclusive, innovative workplace that values belonging, flexibility, and growth!
SentinelOne is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
SentinelOne participates in the E-Verify Program for all U.S. based roles.
