Senior Specialist, Incident Response
New
W
WealthsimpleFintech
Remote (Canada)Full-TimeSenior
SalaryCA$89K - CA$112K; CA$89K – CA$112K • Offers Equity
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Job Details
- Languages
- Fluency in both English and French.
- Experience
- 5+ years in major incident response, crisis communications, or technical service operations
- Required Skills
- SlackNotionDatadog
Requirements
- Bring 5+ years of experience in major incident response, crisis communications, or technical service operations.
- Have experience in fintech, high-growth SaaS, or fast-paced digital product environments.
- Demonstrate a track record leading live-fire SEV-1/P0 operational crises from inception to resolution.
- Make rapid, decisive, high-stakes decisions with incomplete information and know when to escalate.
- Translate system telemetry, logs, and engineering discussions into clear client messaging and concise executive updates.
- Be comfortable with modern tech workflows, including Slack, Notion, and linear incident bots.
- Thrive in distributed, async-first environments where documented alignment is essential.
- Map organizational impacts and engage relevant cross-functional stakeholders.
- Nice to have: formal training in Communications, Public Relations, Journalism, Legal Studies, or a related discipline, or equivalent practical crisis communications experience.
- Nice to have: familiarity with PagerDuty, Rootly, Datadog, Preset, or SQL.
- Nice to have: fluency in both English and French.
Responsibilities
- Deliver cadence-based briefs to senior leaders during incidents.
- Author clear external communications for status pages, app and web banners, and client emails.
- Translate system logs, error codes, and technical root causes into plain-language client and business impact.
- Identify when Legal or Compliance review is needed and incorporate regulatory checks into the response.
- Establish communication playbooks and writing standards for the team.
- Coordinate stakeholders across Engineering, Product, CX, Legal, and Risk.
- Manage executive expectations while protecting active responders from external noise.
- Partner with Data Science to quantify incident impact and lead post-incident reviews.
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