Incident Operations Lead (EMEA/AMER)
A
AlpacaFinTech
Remote - (EMEA/AMER), Follow-the-sun rotation across APAC, EMEA and AMERFull-TimeLead
SalaryCompetitive Salary & Stock Options
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Job Details
- Experience
- 5+ years
- Required Skills
- QA AutomationRESTful APIs
Requirements
- 5+ years in production engineering, SRE, or technical operations.
- Proven experience standing up an incident command or major-incident function.
- Direct experience owning severity models, building rosters, and driving adoption across teams.
- Experience leading a distributed team across time zones in a 24x7 rotation.
- Strong ability to influence engineers and defend severity calls.
- Demonstrated ability to build trusted reliability metrics.
- Disciplined approach to incident scope and bridge management under pressure.
- Clear, concise technical writing skills for process documentation.
- Understanding of FinTech and trust stakes of API-driven financial platforms.
- Experience using AI and agentic automation to reduce operational toil.
Responsibilities
- Build and lead a 24x7 incident command team with a follow-the-sun rotation.
- Recruit and certify incident commanders, conducting game days and simulations.
- Drive severity maturity in partnership with Risk teams to align with financial and regulatory thresholds.
- Manage escalation paths and maintain the service catalogue and ownership registry.
- Connect technical teams with communication teams during incidents to ensure status accuracy.
- Conduct blameless post-incident reviews and publish actionable engineering lessons.
- Define, track, and improve incident response KPIs like time to respond and time to mitigate.
- Develop and implement an automation roadmap leveraging AI agents for incident workflows.
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