Senior Specialist, Incident Response

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

📋 Description

• Provide proactive, cadence-driven briefs to senior leadership.

• Create clear and transparent external communications, such as status pages, app/web banners, and client emails.

• Convert system logs, error codes, and technical root causes into easily understandable client and business impacts.

• Recognize when a Legal or Compliance review is necessary during crisis situations.

• Embed regulatory checks into the incident response process.

• Act as the primary editor for team communications.

• Develop playbooks and writing standards that prioritize accuracy, speed, and empathy.

• Protect responders from external distractions during active incidents while ensuring stakeholder alignment.

• Quickly identify and engage stakeholders from Engineering, Product, CX, Legal, and Risk departments.

• Manage high-severity scenarios and handle executive expectations effectively.

• Collaborate with Data Science to assess incident impact quantitatively.

• Facilitate post-incident reviews to promote root-cause resolution and long-term improvements in customer experience.

⛳️ Requirements

• Over 5 years of experience in major incident response, crisis communications, or technical service operations within fintech, rapidly growing SaaS, or dynamic digital product environments.

• Demonstrated success in leading live-fire, SEV-1/P0 operational crises from start to finish.

• Ability to make quick, effective decisions under pressure.

• Outstanding crisis communication and translation capabilities.

• Proficient in translating system telemetry, logs, and engineering discussions into clear client messaging and executive updates.

• Familiarity with modern tech workflows, including Slack, Notion, and Linear incident bots.

• Experience working in fast-paced, distributed, async-first settings.

• Capability to engage stakeholders across Engineering, Product, CX, Legal, Compliance, and Leadership.

• Ability to thrive in ambiguity and chaos during high-stakes, reputationally sensitive events.

• Educational background or formal training in Communications, Public Relations, Journalism, Legal Studies, or a similar field (preferred).

• Proficiency with incident tools such as PagerDuty, Rootly, Datadog, Preset, and SQL (preferred).

• Strong intuition regarding compliance, legal, and reputational risks in a regulated financial environment (preferred).

• Bilingual in English and French (preferred).

• Legally authorized to work in Canada.

• Permanent residency in Canada.

🏝️ Benefits

• Comprehensive health benefits and life insurance.

• Long-term group savings plan with employer matching, provided through Wealthsimple for Business.

• 20 vacation days.

• 4 wellness days.

• Unlimited sick and mental health days per year.*

• Opportunity to work outside Canada for up to 90 days per year.*

• Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS.

• Equity.