Incident Operations Lead

Accountabilities

• Build and lead a dedicated Incident Operations function responsible for coordinating the organization’s most critical incidents.


• Recruit, develop, and certify Incident Commanders and establish a 24x7 follow-the-sun rotation across APAC, EMEA, and AMER.


• Maintain effective regional handoffs and participate in the incident command roster to remain closely connected to operational realities.


• Develop and run game days, tabletop exercises, simulations, and certification programs to keep responders prepared for high-severity events.


• Establish a blameless incident culture focused on identifying process and system improvements rather than individual fault.


• Own the incident severity model in partnership with Risk, ensuring severity levels appropriately reflect financial and regulatory materiality.


• Define and maintain escalation paths, response thresholds, leadership escalation criteria, and procedures for unanswered alerts or pages.


• Keep the service catalogue and service ownership information accurate and actionable so teams can quickly identify the right technical owners during incidents.


• Coordinate the operational bridge between engineering and technical support teams resolving incidents and partner-facing communications teams providing customer updates.


• Establish clear communication channels, provide accurate incident facts, and maintain appropriate update cadences throughout major incidents.


• Lead post-incident retrospectives in collaboration with SRE and ensure follow-up actions are documented, assigned, prioritized, and delivered within defined service levels.


• Track overdue post-incident reviews and actions by team and incident, ensuring every outstanding item has a clear next step and owner.


• Define and maintain trusted operational KPIs, including time to respond and time to mitigate, with clear definitions and reliable underlying data.


• Establish defensible performance baselines before setting improvement targets and use severity-based analysis to drive continuous improvement.


• Build incident-management processes as scalable, documented, versioned operating products that can support significant organizational growth.


• Lead an AI and agentic automation roadmap covering incident setup, timeline generation, RCA drafting, action tracking, update reminders, and review follow-ups.


• Establish clear boundaries for automated workflows, defining where AI agents can operate independently and where human Incident Commander judgment remains essential.


• Translate incident learnings into concise, actionable guidance and distribute them across engineering teams so lessons from individual failures can drive broader organizational improvement.

Requirements

• 5+ years of experience in production engineering, Site Reliability Engineering, technical operations, or a closely related technical discipline.


• Proven hands-on experience commanding high-severity or major production incidents.


• Demonstrated experience building or standing up an incident command or major-incident management function, rather than only participating in an established process.


• Experience designing severity models, escalation frameworks, incident-response processes, and operational governance.


• Proven ability to lead distributed teams across multiple time zones and operate a 24x7 on-call or follow-the-sun rotation.


• Strong influence and stakeholder-management skills, with the ability to drive action from engineers and teams outside your direct reporting line.


• Confident judgment when making and defending severity or escalation decisions during high-pressure situations.


• Strong understanding of reliability metrics and the ability to distinguish improvements in measured performance from genuine improvements in operational outcomes.


• Excellent scope discipline and the ability to establish clear ownership boundaries while ensuring issues are routed without creating operational gaps.


• Strong written and verbal communication skills, including the ability to maintain calm and clarity during incident bridges.


• Ability to communicate effectively with senior and executive stakeholders during high-impact incidents without minimizing or overstating the situation.


• Strong understanding of FinTech environments and the trust, reliability, and operational requirements associated with API-driven financial platforms.


• Experience using AI or agentic automation to reduce operational toil and improve incident-management workflows.


• Excellent organizational skills and a strong focus on documentation, process quality, and continuous improvement.


• Formal incident command, ITIL, Major Incident Management, or crisis-management training is a plus.


• Experience running certification programs, game days, simulations, or operational drills is highly valued.


• Familiarity with modern incident-management and on-call platforms is advantageous.


• Experience building and maintaining service catalogues or service ownership registries is a plus.


• Experience partnering with program management or reliability teams to convert incident follow-ups into funded improvement initiatives is desirable.


• Familiarity with regulatory incident-reporting obligations such as DORA, Reg SCI, FINRA, or equivalent frameworks is advantageous.


• Experience in online securities trading, capital markets, or another regulated and market-hours-sensitive environment is a plus.


• Experience deploying an incident-management operating model across multiple regions or entities is advantageous.

• Competitive salary.


• Stock options.


• Health benefits.


• One-time USD $500 home-office setup allowance for new hires.


• USD $150 monthly stipend provided through a company card.


• Opportunity to work in a globally distributed environment.


• Exposure to a highly technical, reliability-focused operating environment.


• Opportunity to lead and shape a critical operational function from the ground up.


• Significant scope to influence incident management, reliability, automation, and organizational readiness.


• Opportunity to work cross-functionally with engineering, SRE, Risk, communications, and reliability teams.


• Opportunity to develop and implement AI-powered operational workflows and automation.


• Inclusive environment that values curiosity, empathy, accountability, and diverse perspectives.

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