Staff Incident Manager (Remote)

Job summary

The role involves managing the entire lifecycle of major incidents in a production environment, ensuring effective coordination and resolution. The Staff Incident Manager will set standards for incident detection, response, and communication, while also focusing on process improvement.

Qualifications

• Minimum 7 years of experience in incident management or as an incident commander in production environments.
• Strong knowledge of distributed systems and cloud-native operations.
• Experience in developing incident management practices, including severity frameworks and on-call programs.
• Proficiency with observability tools and incident management platforms, with a preference for Datadog.
• Excellent communication skills in English; Spanish proficiency is a plus.

Responsibilities

• Act as incident commander during major incidents, ensuring effective coordination and decision-making.
• Drive metrics to improve detection and recovery times, maintaining a focus on uptime targets.
• Manage the on-call program, ensuring effective escalation policies and alert quality.
• Communicate clearly with stakeholders during incidents and provide accurate updates to merchants.
• Conduct blameless postmortems and ensure actionable items are tracked.
• Develop a reliability roadmap based on incident patterns and collaborate with engineering teams.
• Maintain incident severity levels and response runbooks.
• Report on incident trends and reliability performance to leadership.

Skills

• Proven incident response experience in production environments.
• Familiarity with PCI-DSS and payment processing obligations is preferred.
• Calm and decisive under pressure, with strong judgment during incidents.

Education

• Advanced proficiency in English is required; business-level Spanish is preferred.

Tools

• Experience with observability and incident management tools, particularly Datadog and paging platforms like PagerDuty.