Stripe - Incident Response Manager
Requirements
• 5+ years of demonstrable major incident experience for organizations that run mission critical applications or always-on Saas environments. • Demonstrated ability to lead multiple incidents concurrently with authority and influence responders with agency and reasoning skills to resolve ambiguous problems and drive to root cause. • Intermediate understanding of application development, application architectures, and applications deployed in cloud environments • Good understanding of infrastructure, including physical, virtual, and container-based compute platforms • Demonstrated quantitative, and analytical skills in data manipulation using SQL, Splunk or other tools. • Excellent task management skills, must be detail-oriented with ability to remain composed, methodical, and think fast in a high-pressured environment. • Exceptional written and verbal English communication skills, with the ability to translate complex technical issues for internal and external stakeholders. • Ability to review complex technical details regarding ongoing issues/events and convey the key details to senior stakeholders to facilitate real-time decision making. • Experience with broad user-facing communications (e.g. status pages, tweets) and/or targeted communications (e.g. direct emails, support ticket responses). • Familiarity operating or managing distributed architectures with the ability to correlate system behaviors based on known inter-dependencies. • Demonstrated understanding of full stack development and support • Working remotely at Stripe • A remote location is defined as being 35 miles (56 kilometers) or more from one of our offices. While you would be welcome to come into the office for team/business meetings, on-sites, meet-ups, and events, our expectation is you would regularly work from home rather than a Stripe office. Stripe does not cover the cost of relocating to a remote location. We encourage you to apply for roles that match the location where you currently live or plan to live.
Responsibilities
• As an Incident Response Manager (IRM), you’ll play the key role in driving the right level of response from Stripes to incidents, determining impact, rallying Stripes to mitigate, communicating to users and ensuring appropriate remediations and orchestrate the Root Cause Analysis (RCA) process. You’ll work hand-in-hand with IRMs and engineers globally to ensure solid 24/7 coverage on how we monitor, detect, respond, communicate and mitigate incidents. When not managing incidents, you'll help scale our ability to respond to incidents, improve our operations, analyze data to provide insights and deepen our technical expertise in products. As a result, you’ll be seen as the protector of our users - in minimizing the impact of incidents on their business and ensuring that Stripe is always thinking of our users. • Act as an on-call Incident Commander, responsible for driving and managing incident resolution with a high level of urgency, cross-functional collaboration, and accuracy, while partnering with a global and diverse set of teams, including Engineering, Product, Policy, Risks, PR, Legal, Execs, etc. • Lead all user-facing incidents across domains at Stripe - including reliability, technical, security, and data privacy • "User First" approach to determine impact, providing accurate situation reports, facilitating comms bridges, and ensuring useful and timely external communications to users • Proactively update internal stakeholders, make decisions through data and influence by partnering with Engineering, Sales, Support and other cross-functional teams • Contribute to the root cause analysis process while conducting post-mortems, remediations identification, and ensure problem management tasks meet SLA and user expectations • Drive improvements in the incident handling process and incident management metrics and tooling based on trends and data of Stripe's incidents in collaboration with engineering, product and operations teams • Contribute to processes, projects, forums, or groups that impact and grow team culture positively
Benefits
• The annual salary range for this role in the primary location is €88,800 - €133,200. This range may change if you are hired in another location. For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location. Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process. • Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process. Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends. • We look forward to hearing from you. • At Stripe, we're looking for people with passion, grit, and integrity. You're encouraged to apply even if your experience doesn't precisely match the job description. Your skills and passion will stand out—and set you apart—especially if your career has taken some extraordinary twists and turns. At Stripe, we welcome diverse perspectives and people who think rigorously and aren't afraid to challenge assumptions. Join us. • Please find our EU applicant personal information notice here.
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