Sr. Incident Manager

• Act as the Incident Commander during major incidents, leading the incident bridge, assigning actions, and coordinating all involved teams (engineering, operations, security, and vendors) to drive timely resolution.
• Own the entire incident management lifecycle, ensuring all incidents strictly follow a single workflow, communication path, and severity model from detection to recovery and closure.
• Guarantee that all handoffs between shifts and different teams are documented, clear, and complete to maintain continuity and prevent information loss.
• Define and maintain clear rules of engagement with all external partners, specifying incident opening criteria, escalation paths, and the definitive process for control transfer back to internal teams.
• Prevent external partners from running parallel bridges or communication paths and mandate that all parties work exclusively through the designated Incident Commander and one coordinated channel.
• Deliver short, clear, and factual internal updates focused on impact and next steps, while also coordinating with customer support, marketing, and compliance teams for timely and accurate external and executive communications.
• Lead comprehensive post-incident reviews to document root cause, impact, and contributing factors, and track all corrective and preventive actions to completion, actively seeking out and pushing for lasting fixes to repeating patterns.

• Minimum of 5+ years of experience in Incident Management, Site Reliability Engineering, Operations, or related roles, including demonstrated experience as an Incident Commander for major incidents.
• Proven ability to lead post-incident reviews and effectively drive all follow-up corrective actions to completion.
• Strong understanding of incident management frameworks tailored for real-time digital banking or high-availability digital services.
• Good understanding of cloud infrastructure (e.g., AWS), APIs, microservices, and networking concepts.
• Familiarity with core digital banking functions such as login, authentication, payment processing, and transaction journeys.
• Strong writing and communication skills combined with the ability to support off-hours incidents or participate in a 24/7 rotation.
• A Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience. Relevant certifications (e.g., AWS Cloud Practitioner, ITIL) are a plus but not required.

Pay range: $140K - $180K

• Eligible for a bonus, equity, and competitive benefits.