Incident Operations Commander

Overview

Serve as the on-duty commander for critical incidents in a production engineering, SRE, or technical operations environment. Direct cross-functional response, restore service quickly, keep stakeholders informed, and ensure follow-up work is completed.

What you'll do

• Command incidents from declaration through mitigation.
• Classify incidents and maintain appropriate severity.
• Identify, page, and escalate the right responders.
• Coordinate decisions involving feature flags, traffic shedding, failover, and release freezes.
• Provide accurate impact, severity, and timing information to partner communications teams.
• Run high-fidelity follow-the-sun regional handoffs.
• Maintain incident timelines and drive retrospectives, tickets, ownership, and service-level follow-up.

What you'll need

• 4+ years commanding or co-commanding high-severity incidents.
• Experience in production engineering, SRE, or technical operations.
• Ability to direct technical responders without writing the fix.
• Ability to make severity and escalation decisions under pressure.
• Clear communication with engineers, executives, and partner-facing stakeholders.
• Understanding of FinTech concepts and API-driven financial platforms.
• Willingness to work a regional coverage window in a global 24x7 roster.

Nice to have

• Formal incident command, ITIL, major incident management, or crisis management training.
• Experience with incident management and on-call platforms.
• Experience writing severity rubrics, decision trees, escalation matrices, runbooks, or incident playbooks.
• Experience leading game days, tabletop exercises, or incident simulations.
• Experience with problem management or reliability programme functions.
• Online securities trading, capital markets, or another regulated market-hours-sensitive domain experience.

Details

• Remote work with global coverage.