Incident Response Manager

Job Summary

As an Incident Response Manager (IRM) at Stripe, you will play a key role in driving the right level of response to incidents, determining impact, rallying teams to mitigate, communicating to users, and ensuring appropriate remediations.

Responsibilities

• Act as an on-call Incident Commander, responsible for driving and managing incident resolution with a high level of urgency, cross-functional collaboration, and accuracy
• Lead all user-facing incidents across domains at Stripe, including reliability, technical, security, and data privacy
• Determine impact, provide accurate situation reports, facilitate comms bridges, and ensure useful and timely external communications to users
• Proactively update internal stakeholders, make decisions through data, and influence by partnering with Engineering, Sales, Support, and other cross-functional teams
• Contribute to the root cause analysis process while conducting post-mortems, remediations identification, and ensure problem management tasks meet SLA and user expectations
• Drive improvements in the incident handling process and incident management metrics and tooling based on trends and data of Stripe's incidents

Requirements

• 5+ years of demonstrable major incident experience for organizations that run mission-critical applications or always-on SaaS environments
• Demonstrated ability to lead multiple incidents concurrently with authority and influence responders with agency and reasoning skills to resolve ambiguous problems and drive to root cause
• Intermediate understanding of application development, application architectures, and applications deployed in cloud environments
• Good understanding of infrastructure, including physical, virtual, and container-based compute platforms
• Demonstrated quantitative and analytical skills in data manipulation using SQL, Splunk, or other tools
• Excellent task management skills, must be detail-oriented with the ability to remain composed, methodical, and think fast in a high-pressured environment
• Exceptional written and verbal English communication skills, with the ability to translate complex technical issues for internal and external stakeholders

Preferred Qualifications

• Domain expertise in classes of incidents such as technical, privacy, security, or crisis with a strong desire to continuously learn about Stripe's products, technical issues, and systems
• Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making
• Experience with broad user-facing communications and/or targeted communications
• Familiarity operating or managing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies
• Demonstrated understanding of full-stack development and support