Staff Incident Manager

We are hiring a Staff Incident Manager to own the major incident lifecycle end to end. You will act as incident commander on major and critical incidents, driving the response to resolution and ensuring measurable improvement after every incident.

Responsibilities:

• Incident command: coordinate major and critical incidents, making key decisions and escalating as needed
• Reliability metrics: drive down time to detect, time to engage, and time to recover; own MTTR as a headline metric
• On-call program: run rotations, escalation policies, and alert quality; reduce noise for on-call engineers
• Incident communications: align internal stakeholders and provide clear merchant-facing updates
• Postmortems: run blameless postmortems, ensuring action items are concrete and tracked to closure
• Reliability roadmap: translate incident patterns into reliability work with engineering teams
• Operating model: define and maintain incident severity levels, response runbooks, and the operating model
• Reporting: report on incident trends, reliability posture, and SLA/SLO performance to engineering leadership

Requirements:

• Proven experience running major incident response in a production environment
• Strong working knowledge of modern distributed systems and cloud-native operations
• Experience defining or maturing an incident management practice
• Fluency with observability and incident tooling (metrics, logging, tracing, alerting, and paging platforms)
• Excellent written and verbal communication skills
• Calm, decisive judgment during high-pressure events
• Comfort being on-call as a regular part of the role

Nice to Have:

• Familiarity with PCI-DSS and payment flows at scale
• Spanish language proficiency
• Prior experience in payments, fintech, or a high-availability, regulated domain
• Exposure to SRE practices, error budgets, and SLO-driven prioritization