Compensation Overview

Salary Range: 200000 to 250000 (Currency: USD) (Pay period: per-year-salary)

What will you do?

• Provide strategic direction and oversight for the IT incident and problem management function, ensuring 24/7 coverage and effective response to incidents.
• Develop and refine IT incident and problem management strategies aligned with ITIL and Google SRE methodologies to enhance service reliability and minimize business impact.
• Lead major incident and problem resolution efforts, conducting thorough root cause analysis and implementing preventive actions based on Google SRE principles.
• Collaborate closely with cross-functional teams including IT operations, development, and customer support to ensure coordinated incident and problem resolution efforts.
• Define and monitor key performance indicators (KPIs) and metrics related to incident and problem management, driving continuous improvement initiatives.
• Present incident and problem management reports to stakeholders, including senior executives and Product Managers, offering insights into trends, risks, and opportunities for improvement. Additionally, develop and deliver customer-facing metrics and reports.

What will you bring?

• Experience in IT Incident, Problem Management or SRE roles: 10-15 years of experience in IT, with at least 5 years in incident, problem management or SRE and least 3 years in a managerial position.
• Experience in SaaS Environments: Proven experience in IT incident, problem management or SRE for B2B SaaS providers, ideally within the FinTech sector.
• Leadership: Proven track record in senior leadership roles, with the ability to inspire and empower cross-functional teams to achieve operational excellence and drive continuous improvement.
• IT Incident Management: Deep understanding of ITIL framework with extensive hands-on experience in incident identification, prioritization, resolution, and escalation.
• Problem Management: Expertise in leading comprehensive root cause analysis and problem resolution efforts, incorporating Google SRE principles for preventive actions.
• Google SRE Methodologies: In-depth knowledge of Google SRE philosophies, including error budget management, service level indicators/objectives (SLIs/SLOs), and effective incident response strategies.
• Technical Acumen:
• Broad technical understanding across IT infrastructure, networks, applications and their incident and problem management practices.
• Broad technical understanding of modern cloud technologies (AWS, Azure, GCP) and their incident and problem management practices.
• Analytical Skills: Strong ability to analyze incidents and problems, identify root causes, and drive the implementation of effective solutions.
• Communication and Stakeholder Management: Excellent communication skills, with the ability to engage and influence stakeholders at all levels, including technical teams and senior management.
• Collaboration: Effective collaboration skills to work with cross-functional teams and stakeholders.
• Strategic Thinking: Strong analytical and strategic thinking abilities, capable of driving alignment between incident and problem management processes and organizational goals.