Incident Operations Lead

About Us: Alpaca is a leading global brokerage infrastructure provider based in the US, specializing in agent-first services for various financial instruments, including stocks, ETFs, and crypto. With a robust API platform, we serve numerous financial institutions across 40 countries, managing over 10 million accounts. Our dedicated global team of engineers and financial experts is committed to democratizing access to financial services while actively contributing to open-source projects.

Position Overview: We are seeking a leader for our incident command team, responsible for managing critical incidents at Alpaca. You will establish and enhance processes related to severity assessment, communication protocols, and 24/7 support coverage, ensuring continuous improvement in incident response.

Main Responsibilities:

• Build and lead a 24/7 incident command team, including recruitment and training of Incident Commanders.
• Conduct training exercises and simulations to keep the team prepared for real incidents.
• Develop a blameless review culture, focusing on process improvements rather than individual failures.
• Coordinate with engineering, risk, and communications teams for effective incident management.
• Own incident escalation paths and ensure accurate communication during incidents.
• Establish and track KPIs related to incident response times and mitigation efforts.

Qualifications:

• 5+ years of experience in production engineering, SRE, or technical operations.
• Proven leadership in managing distributed teams and high-severity incidents.
• Strong documentation and communication skills.
• Understanding of FinTech and regulatory requirements.

How to Apply: If you resonate with our values and are eager to contribute to Alpaca's growth, we invite you to submit your application.

Alpaca is an equal opportunity employer committed to diversity in the workplace.