Incident Operations Commander

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee critical incidents comprehensively from declaration to resolution.

• Facilitate the incident bridge, ensuring that responders remain focused on minimizing the impact on customers and partners.

• Assess and reclassify the severity of incidents as new information becomes available.

• Identify, notify, and escalate to the relevant owning teams and business decision-makers.

• Shield engineering and technical support responders from interruptions by stakeholders.

• Act as the primary source of information for the partner communications team regarding impact, severity, and timing.

• Manage high-fidelity handoffs across regions in a follow-the-sun model.

• Keep an accurate timeline of events during the incident.

• Organize blameless retrospectives with designated owners and set timeboxes following mitigation.

• Ensure follow-up actions have designated owners, established priorities, categories, and service-level deadlines.

• Identify ways to automate incident coordination through decision trees and AI.

• Elevate inadequate postmortem analysis to SRE.

⛳️ Requirements

• A minimum of 4 years of experience commanding or co-commanding high-severity incidents in production engineering, SRE, or technical operations environments.

• Capability to direct technical responders effectively under pressure without needing to implement the fix personally.

• Proficiency in making and justifying severity and escalation decisions and taking charge proactively.

• Ability to interpret a dashboard and assess whether the impact has ceased.

• Clear and effective communication with engineers, executives, and stakeholders in partner-facing roles.

• Skill in holding other teams accountable across different reporting lines.

• Ability to excel in a follow-the-sun model, ensuring seamless cross-region handoffs.

• Familiarity with FinTech concepts and the trust implications of API-driven financial platforms.

• Experience utilizing AI tools and agentic automation to minimize manual tasks and enhance response times.

• Willingness to cover a regional time window as part of a global 24x7 Incident Commander roster.

• Formal training in incident command, such as ITIL, Major Incident Management, or crisis management (preferred).

• Experience with contemporary incident management and on-call platforms (preferred).

• Proficiency in drafting severity rubrics, decision trees, escalation matrices, runbooks, or incident playbooks (preferred).

• Experience leading game days, tabletop exercises, or incident simulations (preferred).

• Background in collaborating with problem management or reliability program functions (preferred).

• Experience in online securities trading, capital markets, or another regulated, market-hours-sensitive domain (preferred).

🏝️ Benefits

• Competitive Salary & Stock Options

• Health Benefits

• New Hire Home-Office Setup: One-time USD $500

• Monthly Stipend: USD $150 per month via a Brex Card