Staff Incident Manager

Job Description

REQUIREMENTS

• Proven experience running major incident response in a production environment, ideally as an incident commander.
• Strong working knowledge of modern distributed systems and cloud-native operations.
• Experience defining or maturing incident management practices, including severity frameworks and runbooks.
• Proficiency with observability and incident tooling (metrics, logging, tracing, alerting).
• Hands-on experience with Datadog is strongly preferred.
• Familiarity with paging platforms such as PagerDuty or OpsGenie.
• Excellent written and verbal communication skills, with the ability to remain calm and decisive under pressure.
• Availability for on-call responsibilities, including critical incidents outside of standard business hours.
• Advanced proficiency in English.

Preferred

• Familiarity with PCI-DSS and the operational obligations of handling payment flows at scale.
• Business-level proficiency in Spanish.
• Prior experience in payments, fintech, or other high-availability, regulated domains.
• Exposure to SRE practices, error budgets, and SLO-driven prioritization.
• Experience managing incidents across multi-timezone, remote-first engineering organizations.

RESPONSIBILITIES

• Act as Incident Commander for major and critical incidents, owning coordination, decision-making, and escalation from detection through resolution.
• Drive down MTTR (Mean Time to Recover) and own the operational discipline required to meet 99.99% uptime targets.
• Manage the on-call program, including rotations, escalation policies, paging hygiene, and alert quality.
• Lead internal stakeholder alignment and drive clear, accurate merchant-facing updates via status pages.
• Conduct blameless postmortems and ensure action items are concrete, owned, and tracked to closure.
• Partner with engineering teams to translate recurring incident patterns into reliability roadmap items.
• Define and maintain incident severity levels, response runbooks, and the overall incident operating model.
• Report on incident trends, reliability posture, and SLA/SLO performance to engineering leadership.

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