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Staff Incident Manager

1 month, 3 weeks ago
France, Spain, China, Japan, Anywhere, Europe, Latin America, Asia, United States, Belgium, Germany, Italy, Netherlands
Full-time
Lead
Operations Manager
Project and Program Management
Datadog Microservices OpsGenie PagerDuty
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Yuno

Yuno is a payment orchestration and financial infrastructure platform for global businesses. It centralizes payment methods, PSPs, fraud tools, routing, reconciliation, checkout, payouts, and other payment workflows through a single API.

Payment Processing Software
51-200
Founded 2022
View All Jobs 26

Description

  • Act as incident commander for major and critical incidents from detection through resolution.
  • Coordinate the right engineering and support stakeholders during cross-domain Sev-1 events.
  • Own incident communications, including internal alignment and merchant-facing status updates.
  • Run and improve the on-call program, including rotations, escalation policies, paging hygiene, and alert quality.
  • Lead blameless postmortems and ensure action items are owned, tracked, and closed.
  • Translate recurring incident patterns into reliability work and partner with engineering to get it onto roadmaps.
  • Define and maintain incident severity levels, response runbooks, and the incident operating model.
  • Report incident trends, reliability posture, SLA performance, and SLO performance to engineering leadership.
  • Drive improvements to time to detect, time to engage, and time to recover.
  • Own MTTR as a core operational metric supporting Yuno's 99.99% uptime target.

Requirements

  • Proven experience running major incident response in a production environment, ideally as an incident commander or in a dedicated incident management function.
  • Strong working knowledge of modern distributed systems and cloud-native operations.
  • Experience defining or maturing an incident management practice, including severity frameworks, operating models, runbooks, and on-call programs.
  • Fluency with observability and incident tooling, including metrics, logging, tracing, alerting, and paging platforms.
  • Hands-on experience with Datadog is strongly preferred.
  • Familiarity with PagerDuty, OpsGenie, or a similar paging platform is expected.
  • Experience with a status page tool is expected.
  • Track record of running postmortems that change behavior and close the loop between incidents and engineering work.
  • Excellent written and verbal communication skills for internal escalations and merchant-facing updates.
  • Calm, decisive judgment during high-pressure incidents.
  • Comfort being on-call regularly, including for critical incidents outside business hours.
  • Advanced proficiency in English is required.
  • Familiarity with PCI-DSS is preferred.
  • Business-level Spanish proficiency is preferred.
  • Prior experience in payments, fintech, or another high-availability, regulated domain is a plus.
  • Exposure to SRE practices, error budgets, and SLO-driven prioritization is a plus.
  • Experience managing incidents across multi-timezone, remote-first engineering organizations is a plus.

Benefits

  • Competitive compensation.
  • Remote work from anywhere.
  • One-time home office bonus to help set up your workspace.
  • Work equipment provided.
  • Stock options.
  • Health plan available wherever you are.
  • Flexible days off.
  • Language, professional, and personal growth courses.

Interested in this position?

Apply directly on the company website

Apply Now

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