Incident Response Manager, Stripe

• 5+ years of demonstrable major incident experience for organizations that run mission critical applications or always-on Saas environments
• Demonstrated ability to lead multiple incidents concurrently with authority and influence responders with agency and reasoning skills to resolve ambiguous problems and drive to root cause
• Intermediate understanding of application development, application architectures, and applications deployed in cloud environments
• Good understanding of infrastructure, including physical, virtual, and container-based compute platforms
• Demonstrated quantitative, and analytical skills in data manipulation using SQL, Splunk or other tools
• Excellent task management skills, must be detail-oriented with ability to remain composed, methodical, and think fast in a high-pressured environment
• Exceptional written and verbal English communication skills, with the ability to translate complex technical issues for internal and external stakeholders
• At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns

Desirable

• As an Incident Response Manager (IRM), you’ll play the key role in driving the right level of response from Stripes to incidents, determining impact, rallying Stripes to mitigate, communicating to users and ensuring appropriate remediations and orchestrate the Root Cause Analysis (RCA) process
• You’ll work hand-in-hand with IRMs and engineers globally to ensure solid 24/7 coverage on how we monitor, detect, respond, communicate and mitigate incidents. When not managing incidents, you'll help scale our ability to respond to incidents, improve our operations, analyze data to provide insights and deepen our technical expertise in products
• As a result, you’ll be seen as the protector of our users - in minimizing the impact of incidents on their business and ensuring that Stripe is always thinking of our users
• Act as an on-call Incident Commander, responsible for driving and managing incident resolution with a high level of urgency, cross-functional collaboration, and accuracy, while partnering with a global and diverse set of teams, including Engineering, Product, Policy, Risks, PR, Legal, Execs, etc
• Lead all user-facing incidents across domains at Stripe - including reliability, technical, security, and data privacy
• "User First" approach to determine impact, providing accurate situation reports, facilitating comms bridges, and ensuring useful and timely external communications to users
• Proactively update internal stakeholders, make decisions through data and influence by partnering with Engineering, Sales, Support and other cross-functional teams
• Contribute to the root cause analysis process while conducting post-mortems, remediations identification, and ensure problem management tasks meet SLA and user expectations
• Drive improvements in the incident handling process and incident management metrics and tooling based on trends and data of Stripe's incidents in collaboration with engineering, product and operations teams
• Contribute to processes, projects, forums, or groups that impact and grow team culture positively