Incident Manager
Incident Manager
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Job Description
Reporting to the Director of Incident Management the Incident Manager will play a critical role in ensuring the smooth and efficient handling of incidents within our fintech platform. Your primary focus will be on incident communication and continuous improvement and you will work collaboratively with leaders engineering managers and engineers across the organization to drive incident resolution and enhance our incident response processes.
The Incident Management team is made up of diverse agilethinking and highlyskilled professionals; we use our combined capabilities to enable the organization with innovation speed agility scalability and efficiency. Bringing an innovative high tech modern and inspiring approach that helps to align employees with Marqetas vision fun culture and business strategy is essential.
The team is looking for an experienced and highly motivated Incident Manager to join our dynamic group. As the Incident Manager you will play a critical role in ensuring the smooth and efficient handling of incidents within our platform. Your primary focus will be on incident communication and continuous improvement. you will work collaboratively with leaders engineering managers and engineers across the organization to drive incident resolution and enhance our incident response processes.
The successful candidate possesses a passion for resolving incidents
The impact youll have
- Incident Communication
- Lead incident communication efforts ensuring timely and accurate updates to stakeholders customers and internal teams.
- Craft clear and concise incident reports postmortems and status updates.
- Develop and maintain incident communication templates and guidelines.
- Incident Management
- Coordinate collaboration and reporting on incident response activities
- Maintain accurate paging structure incident manager training program rotational schedule of incident managers and accurate list of designated incident commanders who can make technical decisioning on how to triage the incident
- Coordinate and facilitate incident response efforts acting as a central point of contact during incidents.
- Collaborate with crossfunctional teams to prioritize and resolve incidents promptly.
- Monitor incident progress and escalate as necessary to ensure resolution.
- Continuous Improvement
- Develop standardized processes and templates for communicating the status and results of incidents
- Manage postmortem and afteraction review meetings and reporting
- Ensure any residual risks/issues postincident are provided to the Risk Management service for tracking until remediated
- Drive continuous improvement initiatives related to incident management processes tools and procedures.
- Conduct postincident reviews to identify root causes and recommend preventive actions.
- Work closely with engineering teams to implement corrective and preventive measures.
- CrossFunctional Collaboration
- Collaborate with leaders engineering managers and engineers to enhance incident response capabilities.
- Foster a culture of incident awareness and accountability across the organization.
- Documentation and Training
- Maintain incidentrelated documentation including incident response playbooks and knowledge base articles.
- Provide training and guidance to teams on incident management best practices.
Who you are
- Proven experience in incident management within a technology or fintech environment.
- Strong communication and interpersonal skills with the ability to convey technical information to both technical and nontechnical audiences.
- Excellent problemsolving and criticalthinking abilities.
- Familiarity with incident management tools (PagerDuty JIRA Slack) and methodologies.
- Ability to work effectively in a fastpaced crossfunctional team environment.
- Strong organizational skills with attention to detail.
- Experience in fintech is preferred
- Bachelors degree or equivalent experience. Masters degree is a plus.
- Startup/high growth company experience with a proven track record of thriving in highperforming teams and fastpaced environments.
Compensation and Benefits
Marqeta is a Flex First company which allows you to choose your best working environment whether that be from home or at a company office. To support Flex First we calibrate pay to a competitive value according to working location.
When determining salaries we consider several factors including but not limited to skills prior experience and work location. The newhire base salary range for this position reflected in CAD is:.
We also believe in recognizing the contributions of our people. Thats why we award annual bonuses to eligible employees rewarding both individual performance and the success of the entire company.
Along with monetary compensation Marqeta offers
- Multiple health insurance options
- Flexible time off take what you need
- Retirement savings program with company contribution
- Equity in a publiclytraded company
- Monthly stipend to support our remote work model
- Annual development dollars to support our people growth and development
- Familyforming benefits and up to 20 weeks of Parental Leave
Required Experience:
Manager
Employment Type
Full Time
