Staff Incident Manager (Remote)

Job summary

This role involves leading the response to critical production incidents while enhancing operational resilience in a fully remote environment. The Staff Incident Manager will coordinate cross-functional teams during high-impact events and drive improvements in incident management processes.

Qualifications

• Over 7 years of experience in incident management, site reliability, or production operations for customer-facing systems.
• Proven track record in leading major incident responses, preferably as an Incident Commander.
• Strong knowledge of distributed systems and cloud-native infrastructure.
• Experience in designing incident management frameworks and operational processes.
• Familiarity with observability platforms and incident management tools, particularly Datadog, PagerDuty, or OpsGenie.
• Excellent communication skills, especially under pressure.
• Advanced English proficiency; Spanish proficiency is a plus.

Responsibilities

Benefits

• Manage the end-to-end response to major production incidents, ensuring effective communication and decision-making.
• Drive operational reliability improvements by reducing key metrics like MTTD and MTTR.
• Optimize the on-call program and manage alert processes to enhance engineer effectiveness.
• Conduct blameless postmortems and translate operational issues into reliability initiatives.
• Define incident management standards and monitor incident trends and service reliability metrics.
• Competitive salary and fully remote work flexibility.
• Home office allowance and company-provided equipment.
• Stock options and comprehensive health insurance.
• Flexible paid time off and professional development opportunities.