Keeping the internet open and connected
Tucows is a leading provider of internet services, operating through three key subsidiaries: Tucows Domains, the second-largest domain registrar globally; Ting Internet, a high-speed fiber internet provider; and Wavelo, a telecom SaaS platform. Headquartered in Liberty Village, Toronto, Tucows suppo...
Tucows offers a comprehensive benefits package including stock options, a robust learning and development program, mental health services, family plan...
Tucows fosters a culture dedicated to internet openness and accessibility, emphasizing employee support through resource groups and training. The comp...
Tucows is seeking a Senior Response Manager to lead incident response efforts at Wavelo. You'll be responsible for ensuring stability and resilience across platforms while collaborating with engineering and customer teams. This role requires strong operational excellence and the ability to work under pressure.
You have a proven track record in incident management, with experience leading response efforts during high-severity incidents. Your ability to maintain stability and visibility across platforms is complemented by your strong collaboration skills, allowing you to build effective partnerships with engineering and customer teams. You thrive in high-pressure environments and are passionate about operational excellence, always looking for ways to improve how teams learn from failures. Your leadership style is rooted in trust and collaboration, making you a key player in protecting customer experiences at scale.
Experience in the telecom or SaaS industry is a plus, as is familiarity with BSS/OSS systems. You understand the importance of a people-first philosophy and are committed to fostering a positive team culture. Your ability to communicate effectively with diverse teams will help you drive post-incident improvements and ensure that lessons learned are integrated into future practices.
As the Senior Response Manager, you will lead the incident response function at Wavelo, owning the end-to-end response process for critical incidents. You will be the point person during major incidents, coordinating real-time response efforts and ensuring that all stakeholders are informed and engaged. Your role will involve building strong partnerships with engineering and customer teams to enhance the overall incident response strategy. You will also drive post-incident reviews, identifying areas for improvement and implementing changes to enhance resilience across platforms.
In addition to leading incident response efforts, you will play a crucial role in developing and refining incident management processes. This includes creating documentation, training team members, and ensuring that best practices are followed. You will also be responsible for on-call duties, providing support during off-hours as needed. Your contributions will directly impact how Wavelo protects customer experiences and maintains operational excellence.
At Tucows, we believe in a people-first philosophy that prioritizes trust, flexibility, and impact. You will be part of a dynamic team that values collaboration and innovation. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to make telecom a breeze and help shape the future of communication services.
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