Staff Incident Manager

Accountabilities

• Lead the end-to-end management of major and critical production incidents, coordinating stakeholders from detection through resolution while ensuring structured decision-making and timely escalation.
• Drive improvements in operational reliability by reducing key metrics such as Mean Time to Detect (MTTD), Mean Time to Engage, and Mean Time to Recover (MTTR).
• Manage and optimize the on-call program, including rotations, escalation policies, alert quality, and paging processes to improve engineer effectiveness and reduce alert fatigue.
• Coordinate clear and timely communication during incidents, including internal stakeholder updates and customer-facing status communications in partnership with support teams.
• Facilitate blameless postmortems, ensuring actionable follow-up items are documented, assigned, and completed to prevent recurring incidents.
• Translate recurring operational issues into long-term reliability initiatives by collaborating with engineering teams on roadmap planning.
• Define and maintain incident management standards, including severity frameworks, operational procedures, response playbooks, and governance.
• Monitor and report on incident trends, service reliability, SLA and SLO performance, and operational health to engineering leadership.

Requirements

• 7+ years of experience in incident management, site reliability, production operations, or a related technical role supporting customer-facing systems.
• Proven experience leading major incident response in production environments, ideally as an Incident Commander or within a dedicated incident management function.
• Strong understanding of distributed systems, cloud-native infrastructure, and modern production operations.
• Experience designing or evolving incident management frameworks, including severity models, runbooks, on-call programs, and operational processes.
• Hands-on familiarity with observability platforms covering monitoring, logging, tracing, alerting, and incident response; experience with Datadog is strongly preferred.
• Experience using incident management and paging platforms such as PagerDuty, OpsGenie, or similar tools, along with status page solutions.
• Demonstrated ability to conduct blameless postmortems that drive meaningful operational improvements.
• Excellent written and verbal communication skills, with the ability to communicate effectively during high-pressure situations.
• Strong leadership, organizational, and decision-making skills, with the ability to coordinate multiple technical teams during critical events.
• Advanced English proficiency is required.
• Familiarity with PCI-DSS, SRE practices, error budgets, SLO-driven operations, payments, fintech, or other highly regulated industries is considered an advantage.
• Business-level Spanish proficiency and experience supporting globally distributed engineering organizations are beneficial but not mandatory.
• Willingness to participate in an on-call rotation and respond to critical incidents outside standard business hours.

Benefits

• Competitive compensation package.
• Fully remote work with the flexibility to work from anywhere.
• One-time home office allowance to set up a productive remote workspace.
• Company-provided work equipment.
• Stock options.
• Comprehensive health insurance coverage.
• Flexible paid time off.
• Professional development opportunities, including language, technical, and personal growth courses.
• Opportunity to work within a globally distributed engineering organization focused on innovation, reliability, and operational excellence.