Staff Incident Manager
Remote
Job Summary
Own the major incident lifecycle end to end, acting as incident commander for Sev-1 events across multiple pods to coordinate decision-making, escalation, and resolution. Drive down time to detect, engage, and recover by owning MTTR as a headline metric and enforcing operational discipline behind the 99.99% uptime target. Manage on-call rotations, paging hygiene, and alert quality to reduce noise, while leading blameless postmortems that convert action items into concrete roadmap items. Define severity frameworks, response runbooks, and the operating model for declaring incidents, and report on trends, SLA/SLO performance, and reliability posture to engineering leadership.
Required Qualifications
- Proven experience running major incident response in a production environment that real customers depend on
- Strong working knowledge of modern distributed systems and cloud-native operations
- Experience defining or maturing an incident management practice from the ground up
- Fluency with observability and incident tooling
- Hands-on experience with Datadog
- Familiarity with a paging platform (PagerDuty, OpsGenie, or similar)
- Familiarity with a status page tool
- A track record of running postmortems that change behavior
- Excellent written and verbal communication
- Calm, decisive judgment during high-pressure events
- Comfort being on-call as a regular part of the role
- English — advanced proficiency
Desired Qualifications
- Familiarity with PCI-DSS and the operational obligations that come with handling payment flows at scale
- Spanish — business-level proficiency
- Prior experience in payments, fintech, or another high-availability, regulated domain
- Exposure to SRE practices, error budgets, and SLO-driven prioritization
- Experience managing incidents across multi-timezone, remote-first engineering organizations
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