Staff Incident Manager (Fintech)

TL;DR

Staff Incident Manager (Fintech): Owning the major incident lifecycle end-to-end for a global payment infrastructure with an accent on incident command, reliability metrics, and postmortem analysis. Focus on reducing MTTR, maturing the incident management practice, and establishing a scalable on-call operating model.

Location: Remote (Global)

Company

hirify.global builds payment infrastructure that allows companies to engage customers globally via a single API, leveraging AI for smart routing and fraud prevention.

What you will do

• Act as incident commander for major and critical events, owning coordination and decision-making from detection through resolution.
• Drive reliability metrics including MTTR to achieve a 99.99% uptime target.
• Manage on-call rotations, escalation policies, and alert quality to reduce noise and fatigue.
• Lead blameless postmortems and ensure action items are concrete and tracked to closure.
• Define incident severity levels, response runbooks, and the overall incident operating model.
• Translate recurring incident patterns into a reliability roadmap in partnership with engineering teams.

Requirements

• Proven experience running major incident response in production environments.
• Strong knowledge of distributed systems and cloud-native operations.
• Experience building incident management frameworks and on-call programs from scratch.
• Proficiency with observability tools like Datadog and paging platforms (PagerDuty, OpsGenie).
• English: Advanced proficiency (C1+) required.
• Comfort with being on-call as a regular part of the role, including critical incidents outside business hours.

Nice to have

• Experience in payments, fintech, or other high-availability regulated domains.
• Familiarity with PCI-DSS operational obligations.
• Exposure to SRE practices, error budgets, and SLO-driven prioritization.
• Business-level Spanish proficiency.

Culture & Benefits

• Full remote work policy — work from anywhere.
• Competitive compensation and stock options.
• One-time home office allowance and provided work equipment.
• Global health plan and flexible days off.
• Budget for language, professional, and personal growth courses.