Head of Global Incident Response

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses. Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The Incident Operations team is responsible for managing response to urgent issues across Stripe on a 24/7/365 basis, including both driving internal coordination to ensure a timely resolution as well as managing external communications to keep our users informed whenever there's a disruption. When things don’t go as expected, we strive to be fast and transparent in communicating to our users.

What you’ll do

As the leader of the Incident Response organization, you’ll work to scale operational practice and iterate on how our teams prepare for, and respond to, incidents. You’ll focus intently on enabling business critical incident response at scale by optimizing tooling and workflows to reduce ambiguity and manual burden. As a result, you’ll ensure Stripe user experience is always top of mind and impact on their business is minimized.

Responsibilities

• Manage a team of regional managers and frontline on-call active responders, coordinating and managing incident resolution with speed, cross-functional collaboration, and accuracy, partnering with a global and broad set of stakeholders
• Drive incident analysis to identify remediation opportunities for Incident Response and partner teams on operations and engineering to execute upon
• Formulate strategy and deliver on communications to both internal stakeholders and Stripe’s users
• Collaborate with executive leadership, engineering, and operations teams to align on and execute upon large programs and on-going improvements to process, metrics, and framework
• Influence and make decisions through interpretation of data and consolidation of input from multiple stakeholders

Who you are

We’re looking for someone who meets the minimum requirements to be considered for the role. If you meet these requirements, you are encouraged to apply. The preferred qualifications are a bonus, not a requirement.

Minimum requirements

• 8+ years of direct people management experience
• Customer obsession & focus; cross-group collaborations are necessary for success in this role
• Affinity for a fast paced work environment, crafting strategic and rapid fixes to high intensity problems
• A keen eye for detail and a high bar for quality
• Comfort navigating ambiguity, while identifying areas for process improvement and establishing best practices
• Demonstrated ability to lead and deliver complex strategic projects involving multiple stakeholders
• Operational awareness: a sense of the big picture in any organization they inhabit, how team members’ individual goals contribute to that, and how they can help team members navigate best within the big picture
• Strong analytical skills, and the ability to use data to drive business decisions

Preferred qualifications

• Proficiency in SQL, Splunk, or equivalent query languages
• Experience with infrastructure and application monitoring tools such as Signalfx, Prometheus, Sentry and others
• Experience at a high-growth technology company or within the payments or e-commerce space
• Experience with public or user-facing in ensuring communications are clear and succinct