Technical Incident Manager

Summary

Join Chime's growing Technical Incident Response team as a Senior Technical Incident Manager. You will be an early member contributing to improved incident readiness and response, driving organizational change. Key responsibilities include participating in a First Responder Program and leading the Learning From Incidents program. The role requires significant experience in incident response, analysis, and communication. Chime offers a competitive salary, bonus, equity, and comprehensive benefits, including a hybrid work policy and generous paid time off.

Requirements

• Been a first responder in an On Call environment for 3+ years. Or, extensive experience as functional on call (eg Engineering rotation). During this time you have led, coordinated or played major roles in high severity outages
• 1+ Year of experience conducting technical incident analysis and facilitating learning reviews with multiple partners. In analysis, you have driven learning and change by looking deeper than single root causes, and focused on understanding multiple diverse perspectives to build incident narratives

Responsibilities

• Participate in a First Responder Program providing Incident Coordinator skills when on call
• Lead our Learning From Incidents / Incident Review program including conducting regular incident analysis of high severity of otherwise tricky incidents
• Run our Learning From Incidents Program both raising the quality of incident reviews conducted by many Chimers, and lead by example in doing the reviews for major incidents
• Participate in our primary first responder program as an Incident Coordinator
• Make the organization more effective through thoughtful & pragmatic application of useful tools, patterns, and process
• Interface and collaborate with all of our Engineering, Product teams in addition to a wide range of teams through Chime
• Work across Chime to develop and articulate a vision of healthy, empathic and balanced response culture

Preferred Qualifications

• Experience using Incident Analysis tools (like Jeli.io) and familiarity with their Howie Guide
• Experience using common engineering insights tools (eg DataDog, PagerDuty etc) to understand how an incident occurred
• Experience partnering with Eng teams leading and driving technical discussions. While this may include having been an Engineer, this is not required
• Strong communication skills including developing training materials and VP level presentations

Benefits

• A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
• Competitive salary based on experience
• 401k match plus great medical, dental, vision, life, and disability benefits
• Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off
• 1% of your time off to support local community organizations of your choice
• Annual wellness stipend to use towards eligible wellness related expenses
• Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more
• In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress