Description
Wealthsimple is seeking a Senior Specialist, Incident Response to join their team. As a Senior Specialist, Incident Response, you will play a key role in incidents during major, complex, or reputation-sensitive events. You will take command of ambiguous situations, translate technical chaos into clear client and executive communication with the support of a high-performing team of Incident Response Specialists.
Responsibilities:
- Deliver proactive, cadence-based briefs to senior leaders while authoring clear, transparent external communications.
- Bridge the gap between engineering and the business, translating system logs, error codes, and technical root causes into plain-language client and business impact.
- Identify when Legal or Compliance review is required during a crisis and seamlessly weave regulatory checks into the response flow.
- Serve as a chief editor for team communications, establishing playbooks and writing standards that ensure accuracy, speed, and empathy under real-time pressure.
- Build a culture of psychological safety, calm, and focus: shielding responders from external noise during active incidents while keeping stakeholders aligned.
- Rapidly identify who needs to be involved across Engineering, Product, CX, Legal, and Risk, anticipating downstream friction before it happens.
- Navigate high-severity situations with confidence, managing executive expectations without distracting active responders.
- Partner with Data Science to quantify incident impact and lead post-incident reviews to drive root-cause remediation and long-term CX improvements.
Requirements:
- 5+ years in major incident response, crisis communications, or technical service operations within fintech, high-growth SaaS, or fast-paced digital product environments.
- Rapid, decisive judgment under pressure, with a strong bias for action and excellent decision-making skills.
- Exceptional crisis communications and translation skills, able to digest raw system telemetry, logs, and engineer chatter, translating technical chaos into clear, empathetic client messaging and concise executive updates in real-time.
- Tech-native and async-first operational fluency, with deep familiarity with modern tech workflows.
- Cross-functional network thinker, able to intuitively map organizational ripple effects and rapidly engage the right stakeholders.
- Comfort with ambiguity and chaos, staying composed when there is no playbook.
Nice to Have:
- Educational background or formal training in Communications, Public Relations, Journalism, Legal Studies, or a related discipline.
- Incident tooling fluency, comfortable navigating incident management platforms, monitoring tools, and data tools.
- Risk intuition, with strong intuition for compliance, legal, and reputational risk within a regulated financial institution.
- Bilingualism, fluency in both English and French.
What Wealthsimple Offers:
- Top-tier health benefits and life insurance.
- Long-term group savings with employer match, through Wealthsimple for Business.
- 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year.
- 90 days away: work outside Canada for up to 90 days per year.
- Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS.