Incident Commander (Fintech)

TL;DR

Incident Commander (SaaS/Fintech): Managing end-to-end incident response and recovery for a global audit and accounting platform with an accent on cross-functional coordination, root cause analysis (RCA), and system resilience. Focus on reducing recovery time, automating incident workflows using AI tools, and ensuring high availability in a 24/7 AWS environment.

Location: Fully remote, but must be based in Colombia

Company

A leading global fintech company providing audit and accounting software used by over 500,000 professionals across 130 countries.

What you will do

• Lead incident response efforts as the primary coordinator in a 24/7 SaaS environment.
• Collaborate with engineers and product management using tools like Jira, PagerDuty, New Relic, and AWS.
• Drive teams toward rapid incident resolution and manage communication with internal and external stakeholders.
• Lead post-mortem sessions, documenting root causes and actionable items to prevent recurrence.
• Track and report uptime metrics to promote transparency in system reliability.
• Implement proactive strategies and tools to strengthen overall system resilience.

Requirements

• 5+ years of experience managing critical incidents in SaaS environments.
• Strong technical background with knowledge of AWS and Cloud infrastructure.
• Experience with DevOps practices and incident management tools (Jira & PagerDuty).
• Strong English language communication and collaboration skills.
• Must be based in Colombia.
• AI-first mindset, with the ability to integrate AI tools into daily workflows for efficiency.

Culture & Benefits

• Competitive salary with health insurance and retirement plans.
• Flexible work options and generous time-off policies for a healthy work-life balance.
• Collaborative, inclusive culture that values knowledge sharing.
• Opportunity to work on international projects with a diverse global team.
• Recognition programs and performance bonuses for career growth.