Senior Response Manager

About Wavelo

Wavelo is on a mission to make telecom a breeze.

We build flexible software that helps Communication Service Providers (CSPs) modernise their operations, drive better customer experiences, and scale with confidence. Our modular BSS/OSS systems are designed to be developer-friendly, cloud-native, and future-proof-freeing telcos from the legacy spaghetti holding them back.

As a part of Tucows (NASDAQ: TCX, TSX: TC), we bring the agility of a startup with the backing of a global SaaS leader. At Wavelo, we’re committed to a people-first philosophy rooted in trust, flexibility, and impact.

The work we do truly changes lives. If that excites you, we want to meet you.

The Opportunity: Senior Response Manager

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.

If you're passionate about operational excellence, working under pressure, and improving how teams learn from failure - this is your seat at the table.

This role is open to applicants in Canada and must work out of PST time zone. This role also requires on-call responsibilities.

What You’ll Be Doing

• 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.

What You’ll Bring

• 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.

Bonus / 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

The base salary range for this position is $84,400 - $105,500 CAD for Canadian residents. Other countries will differ. Range may vary on a number of factors including, but not limited to: location, experience and qualifications. Tucows believes in a total rewards offering that includes fair compensation and generous benefits. Learn more about Tucows Benefits.

Want to know more about what we stand for? At Wavelo and Tucows we care about protecting the open Internet, narrowing the digital divide, and supporting fairness and equality.

We also know that diversity drives innovation. We are committed to inclusion across race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status. We celebrate multiple approaches and diverse points of view.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

Tucows and its subsidiaries participate in the E-verify program for all US employees.

Learn more about Tucows, our businesses, culture and employee benefits on our site here.