Staff Incident Manager

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🔴 Lead

👔 Manager

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Yuno

WebsiteLinkedInAll Job Openings

11 - 50 employees

💳 Fintech

🏢 Enterprise

☁️ SaaS

Fintech • Enterprise • SaaS

Yuno is a company that provides payment orchestration and infrastructure solutions on a global scale. Their technology empowers businesses to integrate over 300 payment methods, boosting acceptance rates and enabling seamless scaling of payment operations across multiple regions. Yuno focuses on providing a simplified payment process with features like smart routing, unified payment insights, auto reconciliation, and custom checkout options. They emphasize security and fraud management, ensuring safe transactions. Yuno facilitates global payouts and subscription management, making them an ideal partner for businesses looking to optimize their payment systems and increase revenue.

📋 Description

• Act as incident commander on major and critical incidents, owning coordination, decision-making cadence, and escalation from detection through resolution. • Drive down time to detect, time to engage, and time to recover; own MTTR as a headline metric and the operational discipline behind Yuno's 99.99% uptime target. • Run rotations, escalation policies, paging hygiene, and alert quality; reduce noise so on-call engineers trust their pages. • Own internal stakeholder alignment during an event and drive clear, accurate merchant-facing updates. • Run blameless postmortems, hold the room to a no-blame standard, and ensure action items are concrete, owned, and tracked to closure. • Translate recurring incident patterns into reliability work, partnering with engineering teams to turn postmortem findings into roadmap items. • Define and maintain incident severity levels, response runbooks, and the operating model for declaring and managing incidents. • Report on incident trends, reliability posture, and SLA and SLO performance to engineering leadership.

🎯 Requirements

• Proven experience running major incident response in a production environment that real customers depend on, ideally as an incident commander or in a dedicated incident management function. • Strong working knowledge of modern distributed systems and cloud-native operations — comfortable holding your own on a bridge call with senior engineers during an outage, following the technical thread, and keeping the response moving without needing every detail spoon-fed. • Experience defining or maturing an incident management practice from the ground up: severity frameworks, operating models, runbooks, and on-call programs built to last, not just inherited. • Fluency with observability and incident tooling — metrics, logging, tracing, alerting, and paging platforms. Hands-on experience with Datadog is strongly preferred; familiarity with a paging platform (PagerDuty, OpsGenie, or similar) and a status page tool is expected. • A track record of running postmortems that change behavior, and of closing the loop between incidents and engineering work. • Excellent written and verbal communication — able to write a clear merchant-facing status update and a precise internal escalation under pressure. • Calm, decisive judgment during high-pressure events — you hold structure when others are reacting. • Comfort being on-call as a regular part of the role, including for critical incidents outside business hours. • English — advanced proficiency required. • Familiarity with PCI-DSS and the operational obligations that come with handling payment flows at scale. • Spanish — business-level proficiency preferred; Yuno's engineering organization spans LatAm, and on-call bridges and postmortem discussions often run in Spanish.

🏖️ Benefits

• Competitive Compensation. • Remote Work – You can work from everywhere! • Home Office Bonus – A one-time allowance to help you create your ideal home office. • Work Equipment. • Stock Options. • Health Plan wherever you are. • Flexible Days Off. • Language, Professional, and Personal Growth courses.