Incident Response Manager

Summary

Join Stripe's Incident Ops team as an Incident Response Manager (IRM) and play a crucial role in driving incident resolution. Lead user-facing incidents across various domains, ensuring timely communication and remediation. Collaborate with cross-functional teams to improve incident handling processes. Develop your skills in incident management, communication, and technical understanding of Stripe's products and services. Contribute to a 24/7 global team dedicated to maintaining Stripe's high reliability. This role requires strong incident management experience and excellent communication skills.

Requirements

• 3+ years of demonstrable major incident experience for organizations that run mission critical applications or always-on Saas environments
• Demonstrated ability to independently lead multiple incidents concurrently with minimal support and guidance from senior team members
• Basic understanding of application development, architectures, and cloud environments
• Familiarity with infrastructure concepts, including physical, virtual, and container-based compute platforms
• Practical experience using modern monitoring and telemetry tools such as Splunk Prometheus, and Grafana
• Basic data analysis skills using SQL, Splunk or other tools
• Strong task management skills, with attention to detail and ability to remain composed in high-pressure situations
• Good written and verbal English communication skills, with the ability to translate complex technical issues for various stakeholders

Responsibilities

• Act as an Incident Commander for incidents across various classes (reliability, technical, data privacy, product, or security), driving incident resolution with urgency and cross-functional collaboration
• 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
• Update internal stakeholders and support decision-making processes during incidents
• Participate in the root cause analysis process, conduct post-mortems for routine incidents, and identify remediations
• Collaborate with engineering, product, and operations teams to improve incident handling processes and tooling
• Contribute to team culture and processes that enhance incident response capabilities

Preferred Qualifications

• Familiarity with different types of incidents such as technical, privacy, security, or crisis with eagerness to continually learn about Stripe's products and systems
• Experience in conveying key details of technical issues to stakeholders
• Experience with broad public-facing communications (e.g. status pages, tweets) and/or targeted communications (e.g. direct emails, support ticket responses)
• Familiarity with distributed architectures and system inter-dependencies which operated in a cloud environment