Yuno enables any company to manage all the payment methods and fraud providers through a single integration.
Staff Incident Manager
Location
California
Posted
6 days ago
Salary
0
Seniority
Lead
Job Description
Staff Incident Manager
Yuno
• Act as incident commander on major and critical incidents, owning coordination, decision-making cadence, and escalation from detection through resolution. • Drive down time to detect, time to engage, and time to recover; own MTTR as a headline metric and the operational discipline behind Yuno's 99.99% uptime target. • Run rotations, escalation policies, paging hygiene, and alert quality; reduce noise so on-call engineers trust their pages. • Own internal stakeholder alignment during an event and drive clear, accurate merchant-facing updates. • Run blameless postmortems, hold the room to a no-blame standard, and ensure action items are concrete, owned, and tracked to closure. • Translate recurring incident patterns into reliability work, partnering with engineering teams to turn postmortem findings into roadmap items. • Define and maintain incident severity levels, response runbooks, and the operating model for declaring and managing incidents. • Report on incident trends, reliability posture, and SLA and SLO performance to engineering leadership.
Job Requirements
- Proven experience running major incident response in a production environment that real customers depend on, ideally as an incident commander or in a dedicated incident management function.
- Strong working knowledge of modern distributed systems and cloud-native operations — comfortable holding your own on a bridge call with senior engineers during an outage, following the technical thread, and keeping the response moving without needing every detail spoon-fed.
- Experience defining or maturing an incident management practice from the ground up: severity frameworks, operating models, runbooks, and on-call programs built to last, not just inherited.
- Fluency with observability and incident tooling — metrics, logging, tracing, alerting, and paging platforms. Hands-on experience with Datadog is strongly preferred; familiarity with a paging platform (PagerDuty, OpsGenie, or similar) and a status page tool is expected.
- A track record of running postmortems that change behavior, and of closing the loop between incidents and engineering work.
- Excellent written and verbal communication — able to write a clear merchant-facing status update and a precise internal escalation under pressure.
- Calm, decisive judgment during high-pressure events — you hold structure when others are reacting.
- Comfort being on-call as a regular part of the role, including for critical incidents outside business hours.
- English — advanced proficiency required.
- Familiarity with PCI-DSS and the operational obligations that come with handling payment flows at scale.
- Spanish — business-level proficiency preferred; Yuno's engineering organization spans LatAm, and on-call bridges and postmortem discussions often run in Spanish.
Benefits
- Competitive Compensation.
- Remote Work – You can work from everywhere!
- Home Office Bonus – A one-time allowance to help you create your ideal home office.
- Work Equipment.
- Stock Options.
- Health Plan wherever you are.
- Flexible Days Off.
- Language, Professional, and Personal Growth courses.
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