About the Company:Netomi is the leading agentic AI platform for enterprise customer experience. We work with the largest global brands like Delta Airlines, MetLife, MGM, United, and others to enable agentic automation at scale across the entire customer journey. Our no-code platform delivers the fastest time to market, lowest total cost of ownership, and simple, scalable management of AI agents for any CX use case. Backed by WndrCo, Y Combinator, and Index Ventures, we help enterprises drive efficiency, lower costs, and deliver higher quality customer experiences.
Want to be part of the AI revolution and transform how the world’s largest global brands do business? Join us!
About the role
We are looking for a proactive Incident Manager to own end-to-end incident response across our AI and platform stack. You will ensure rapid detection, triage, communication, and resolution of incidents impacting customers and internal systems.
Own the incident lifecycle: detection, triage, escalation, resolution, and postmortems
Act as the central command during major incidents (war rooms, stakeholder updates)
Define and enforce SLAs/SLOs, incident severity frameworks, and runbooks
Collaborate with Engineering, ML, and Integrations teams to resolve issues quickly
Monitor system health across integrations (agent desks, LLMs, ASR/TTS pipelines)
Drive root cause analysis (RCA) and preventive actions
Improve observability, alerting, and incident tooling
Maintain clear internal and customer-facing communication during incidents
3–6 years in Incident Management / SRE / Production Support roles
Strong understanding of distributed systems, APIs, and cloud environments (AWS)
Experience with observability tools (e.g., DataDog)
Familiarity with AI/ML systems, especially LLM integrations and voice stacks (ASR/TTS), is a plus
Experience with monitoring/tracing tools like Langfuse or similar
Excellent communication and stakeholder management skills
Ability to stay calm under pressure and drive structured resolution
Exposure to OpenAI or similar LLM platforms
Experience supporting customer-facing SaaS products
Automation mindset (runbooks, alert tuning, incident tooling)
Netomi is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
Backed by leading AI visionaries and trusted by Fortune 50 brands, Netomi delivers the only agent-centric CX platform proven at global scale.
Deployed in weeks, our full-stack, omnichannel solution orchestrates runtime-reasoning agents that plan, act, and continuously optimize customer interactions across chat, voice, email, and messaging—in Autopilot or Co-Pilot mode.
Pre-built integrations seamlessly connect to every major desk, CRM, or home-grown system, while open MCP gateways and A2A links expand agent collaboration across enterprise domains, powering customer interactions with live data.
A sanctioned generative-AI layer ensures security, compliance, and brand consistency. Outcome-guided playbooks and a no-code studio empower business teams to build, govern, and optimize workflows without engineering support.
With Netomi, enterprises aren’t just responding to customers. They’re anticipating needs, resolving issues before they arise, and building lasting customer love. It’s the foundation for a new era of proactive, preemptive care that transforms CX from a cost center into a competitive advantage.
