Jobs

Incident Response Manager

San Francisco, New York, Seattle, Chicago, USA - RemoteSan FranciscoCaliforniaUnited StatesNorth AmericaMarch 28, 2024

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The Incident Operations team is responsible for managing response to urgent issues across Stripe on a 24/7/365 basis, including both driving internal coordination to ensure a timely resolution as well as managing external communications to keep our users informed whenever there's a disruption. When things don’t go as expected, we strive to be fast and transparent in communicating to our users.

What you’ll do

Incident Response Managers lead efforts to improve user experience through incidents and service outages. You'll work to scale and iterate on how our teams prepare for, and respond to, incidents. You’ll focus intently on optimizing tooling and workflows to reduce ambiguity and manual burden. As a result, you’ll ensure Stripe user experience is always top of mind and impact on their business is minimized.

Responsibilities

  • Participate in our front-line on-call rotation during west coast business hours and occasional weekends, responsible for coordinating and managing incident resolution with speed, cross-functional collaboration, and accuracy, partnering with a global and broad set of stakeholders
  • Manage incidents across all domains at Stripe, including reliability, technical, security, and data privacy
  • Draft and deliver communications to both internal stakeholders and Stripe’s users 
  • Influence and make decisions through analysis of data and partnering with stakeholders
  • Contribute to incident root cause analysis, identifying remediations and process improvement based on observed trends for Stripe incident processes
  • Manage programs and projects, in collaboration with engineering, product, and operations teams that focus on improvements to process, metrics, and framework around incident response

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

  • 3+ years of experience working in fast-paced, rapidly-changing environments while partnering with other teams to resolve urgent issues and escalations
  • A history of managing critical projects / investigations that involve both technical and non-technical stakeholders while balancing many competing priorities
  • Strong communication skills, with the ability to translate complex technical issues for internal and external stakeholders
  • The ability to work through ambiguous situations by bringing together stakeholders and building new processes where needed
  • Experience with SQL, Splunk, or other tools useful for investigating and assessing impact during incidents

Preferred qualifications

  • Domain expertise in a particular class of incident, such as technical, data privacy, or security with an interest in working more broadly
  • Experience being a part of an on-call rotation
  • Experience writing broad user-facing communications (e.g. status pages, tweets) and/or targeted communications (e.g. direct emails, support ticket responses)
  • Experience in a high growth technology company

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