Incident Operations Lead – EMEA/AMER

🔥 0 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Alpaca

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔌 API

💳 Fintech

₿ Crypto

API • Fintech • Crypto

Alpaca is a fintech company that provides a comprehensive brokerage and trading platform through a suite of APIs. These APIs enable developers and businesses to integrate algorithmic trading, app development, and embedded investing into their services. Alpaca offers services like trading in US stocks, ETFs, and cryptocurrency with options for local currency transactions. The company is recognized for its cyber security practices and is a member of FINRA and SIPC. Alpaca is ideal for fintech startups, broker-dealers, hedge funds, and other financial services looking to build sophisticated trading applications and platforms with minimal friction through their well-documented Broker API.

📋 Description

• Lead the team commanding Alpaca's most critical incidents • Build the incident operations function, including the severity model, escalation and communication paths, 24x7 follow-the-sun coverage and improvement KPIs • Recruit and certify Incident Commanders and build rotations across APAC, EMEA and AMER with regional handoffs • Carry a rostered incident-command slot and coach the team through live incidents • Run game days, tabletop exercises and simulations • Establish a blameless review culture • Drive severity maturity with Risk around financial and regulatory materiality • Own escalation paths, unanswered-page procedures, engineering-leadership thresholds and service-catalogue ownership • Connect engineers and technical support with partner communications teams during incidents • Maintain accurate update cadences and run retrospectives with SRE • Build post-incident packages with ticketed, owned and tagged actions • Publish concise incident learnings to the engineering organisation • Own response and mitigation KPIs, definitions, data hygiene, baselines and targets • Report overdue postmortem reviews with next actions • Build a documented, versioned and deployable incident-command product • Own the roadmap for AI workflows and agents supporting incident setup, timelines, RCAs, action packages and follow-up reminders

🎯 Requirements

• You have stood up an incident command or major-incident function, including owning the severity model, building the roster and driving adoption across teams • 5+ years in production engineering, SRE or technical operations, including hands-on command of high-severity incidents • Experience leading a distributed team across time zones and running a 24x7 rotation • Ability to influence engineers you do not manage and defend severity calls • Experience building reliable metrics and distinguishing metric improvement from real improvement • Strong scope discipline during outages • Strong written and verbal communication, including executive briefings during incidents • Understanding of FinTech and the trust stakes of API-driven financial platforms • Use of AI and agentic automation to remove toil • Formal incident command training such as ITIL, Major Incident Management or crisis management is nice-to-have • Experience with certification, game day or drill programmes is nice-to-have • Experience with modern incident management and on-call platforms is nice-to-have • Experience building and maintaining service catalogues or ownership registries is nice-to-have • Experience converting incident follow-ups into funded roadmap work is nice-to-have • Familiarity with DORA, Reg SCI, FINRA or equivalent reporting obligations is nice-to-have • Online securities trading, capital markets, or another regulated, market-hours-sensitive domain experience is nice-to-have

🏖️ 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