Head of Global Incident Response and Management @ Stripe

INACTIVE

Full-Time

Head of Global Incident Response and Management

Posted on 3/10/2023

Stripe

5,001-10,000 employees

Financial infrastructure platform for business payments

Data & Analytics

Financial Services

Senior, Expert

Remote + 2 more

Requirements

10+ years of management experience, including multiple years of experience managing managers and global teams
Affinity for a fast paced work environment, crafting strategic and rapid fixes to high intensity problems with 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, influence other leaders and deliver complex strategic projects involving multiple stakeholders
Strong analytical skills, and the ability to use data to drive business decisions

Responsibilities

Develop and own the strategy for Stripe's incident response and management commensurate with Stripe's reputation on reliability
Lead the global 24/7 team of regional managers and IRM with ability to be hands-on and support frontline on-call IRM with speed, cross-functional collaboration and escalation
Partner closely with executive leadership, engineering and ops teams to drive large programs and transform workflows and metrics related reliability and incident ops
Collaborate with Reliability Eng and Tech Org to improve incident tooling, reliability and user communications
Establish user-facing impact, metrics and data to help Stripe make the right decisions on how we respond to incidents, our approach to reliability and user communications (including RCA)

Desired Qualifications

Proficiency in SQL, Splunk or equivalent query languages
Experience using infrastructure and application monitoring tools such as Signalfx, Prometheus, Sentry and others
Experience at a high-growth technology company, especially within the payments or e-commerce space in particular for incident response
Experience with managing user-facing communications strategy during sensitive situations such as outages

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 Ops team is a global 24/7 team responsible for driving incident response and management from detection to resolution. Stripe is proud of its five 9s reliability and this team is at the forefront of ensuring we keep it that way - working hand-in-hand with Reliability Eng and across the Tech Org. This team of incident response managers (IRM) is defined by our sense of ownership and how we drive incidents to resolution - marshalling the necessary cross-functional resources to respond to and resolve service outages, critical bugs, security attacks and anything that significantly impacts the users of our products. The team is user-first and ensures appropriate external communications from Stripe and senior management to keep our users informed of disruption to their experience of Stripe. The team is skilled in program management, communications, incident handling and technical adeptness as incidents can arise from anywhere and cut across products and orgs in Stripe.

What you’ll do

As the leader of Incident Ops, you’ll build a world class incident response and demand a high bar of reliability expected of Stripe. You’ll work hand-in-hand with leaders in Reliability Engineering and Tech Orgs to transform how we detect, respond to incidents, communicate to users, improve related tooling and measure impact. You will lead and nurture a high-performing 24/7 global IRM team that has a strong sense of urgency, skilled program ownership of incidents and comms, with drive to rally engineers to their cause and technical expertise to understand impact. As a result, you’ll be seen as the protector of our users - in minimizing the impact of incidents on their business and ensuring that Stripe is always thinking of our users.

Responsibilities

Develop and own the strategy for Stripe’s incident response and management commensurate with Stripe’s reputation on reliability
Lead the global 24/7 team of regional managers and IRM with ability to be hands-on and support frontline on-call IRM with speed, cross-functional collaboration and escalation
Partner closely with executive leadership, engineering and ops teams to drive large programs and transform workflows and metrics related reliability and incident ops
Collaborate with Reliability Eng and Tech Org to improve incident tooling, reliability and user communications
Establish user-facing impact, metrics and data to help Stripe make the right decisions on how we respond to incidents, our approach to reliability and user communications (including RCA)

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

10+ years of management experience, including multiple years of experience managing managers and global teams
Affinity for a fast paced work environment, crafting strategic and rapid fixes to high intensity problems with 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, influence other leaders and deliver complex strategic projects involving multiple stakeholders
Strong analytical skills, and the ability to use data to drive business decisions

Preferred qualifications

Proficiency in SQL, Splunk or equivalent query languages
Experience using infrastructure and application monitoring tools such as Signalfx, Prometheus, Sentry and others
Experience at a high-growth technology company, especially within the payments or e-commerce space in particular for incident response
Experience with managing user-facing communications strategy during sensitive situations such as outages

Stripe

View

Website

View Company Profile

Stripe stands out as a leading financial infrastructure platform, providing robust payment solutions that empower businesses of all sizes, from startups to large enterprises, to grow and adapt swiftly. The company's culture encourages technical innovation, offering low-to-no-code solutions and API-based integrations that are easy to implement yet scalable, making it a competitive choice in the industry. With a mission to increase the internet's GDP, Stripe's influence extends globally, with headquarters in both San Francisco and Dublin.

Company Stage

N/A

Total Funding

$9.3B

Headquarters

South San Francisco, California

Founded

2010

Growth & Insights

Headcount

6 month growth

↑ 8%

1 year growth

↑ 17%

2 year growth

↑ 24%

Benefits

Inclusive coverage - We provide a thoughtful and balanced set of benefits that allow Stripes to be their best selves and do great work. Whether that means offering comprehensive mental, physical, and medical health plans, supporting Stripes’ financial futures, providing fertility benefits and parental leave, or making sure Stripes have access to healthy food at the office, our robust programs put Stripes and their families first.

Growth by way of learning - We are voracious learners and teachers. Our Education team delivers an onboarding and product training curriculum for all new Stripes, and hosts expert-led courses on things like project management fundamentals and macroeconomics. Beyond the formal program, Stripes are constantly sharing knowledge with each other through conversation, documentation, reading groups, and informal talks.

A principled approach to food - The food program holds a special place in Stripe’s history and future. These Stripes come to our kitchen from a breadth of backgrounds and experiences, and focus on one proposition—respect. This is apparent not only in the local ingredients they work with or in the gracious, teamwork-driven buffet lines, but also in their approach to growing a global team through sustainable food practices and minimal waste.

INACTIVE