Staff Incident Manager

About Yuno

Yuno is developing the payment infrastructure that helps businesses operate across international markets. Backed by experienced leaders from the payments and technology sectors, the company’s platform gives merchants access to major payment capabilities through a single integration, helping them serve customers with confidence and keep global operations running smoothly.

The platform supports high-performing teams at brands such as InDrive, McDonald’s, Rappi, and Viva Aerobus, enabling them to connect with more than 1,000 payment methods through one API. Using AI and modern technologies, Yuno routes transactions intelligently and helps prevent fraud across 80+ countries.

Role Overview

Yuno is looking for a Staff Incident Manager to take full ownership of the major incident lifecycle from start to finish. In this role, you will step in when production issues arise, organize the right responders, steer the incident to recovery, and ensure the organization improves after every event.

This is a hands-on leadership role rather than a support-only coordination function. You will define how incidents are detected, handled, communicated, and reviewed, and you will spend significant effort improving the process itself. The role also includes on-call responsibilities, supporting Yuno’s “You Build It, You Run It” operating model, where engineering pods manage their own on-call and the Incident Commander coordinates cross-domain and Sev-1 incidents.

Key Responsibilities

• Lead major and critical incidents as incident commander, directing response flow, decisions, and escalation from detection to resolution, while keeping merchant transaction impact, PSP and acquirer dependency issues, settlement and reconciliation effects, and PCI-DSS exposure in view.
• Improve operational reliability by reducing time to detect, time to engage, and time to recover, with MTTR as a primary performance measure aligned to the company’s 99.99% uptime objective.
• Manage the on-call program, including rotations, escalation rules, paging discipline, and alert quality so engineers can rely on the notifications they receive.
• Handle incident communications for internal stakeholders and coordinate accurate merchant-facing updates, including status page messaging, together with Support and account teams.
• Facilitate blameless postmortems, ensure the discussion remains no-blame, and track action items through to completion.
• Turn repeated incident patterns into concrete reliability initiatives by partnering with engineering teams and converting postmortem outcomes into roadmap work.
• Establish and maintain severity levels, response runbooks, and the operating structure for declaring and managing incidents.
• Present incident trends, reliability health, and SLA/SLO performance to engineering leadership.

Requirements

• Demonstrated background in leading major incident response in production environments used by real customers, ideally in an incident commander or dedicated incident management role.
• Strong understanding of distributed systems and cloud-native operations, with the ability to participate effectively in technical bridge calls during outages without needing every detail explained.
• Experience creating or evolving an incident management practice, including severity models, operating procedures, runbooks, and sustainable on-call programs.
• Practical knowledge of observability and incident-response tooling such as metrics, logging, tracing, alerting, and paging systems; Datadog experience is strongly preferred, and familiarity with PagerDuty, OpsGenie, or similar tools plus a status page platform is expected.
• Proven ability to run postmortems that lead to real behavior change and to connect incident learnings back to engineering execution.
• Strong written and verbal communication skills for both external merchant updates and internal escalation messages under pressure.
• Sound judgment and a calm approach in high-pressure situations, with the ability to provide structure when others are reacting.
• Comfort with regular on-call duties, including handling critical incidents outside normal business hours.
• Advanced English proficiency.
• Preferred: business-level Spanish, since the engineering organization spans LatAm and discussions often occur in Spanish.
• Preferred: familiarity with PCI-DSS and the responsibilities involved in operating payment flows at scale.
• Nice to have: prior exposure to payments, fintech, or another highly available and regulated environment.
• Nice to have: experience with SRE practices, error budgets, and prioritization guided by SLOs.
• Nice to have: experience coordinating incidents across remote-first teams working in multiple time zones.

Success Measures

In the first 90 days, you should map how incidents are currently declared, managed, and reviewed, identify the biggest gaps, and begin closing them. Severity definitions and the incident operating model should become clear and adopted.

By six months, major incidents should follow a consistent standard, postmortem actions should be tracked to closure, on-call noise should decline, trust in paging should improve, and leadership should have dependable visibility into reliability trends.

By one year, the incident practice should function independently, runbooks should be owned by engineering pods, MTTR and repeat incident rates should be trending down, and reliability improvements originating from incident data should be making it onto engineering roadmaps and being shipped.

What Yuno Offers

• Competitive pay.
• Remote work from anywhere.
• A one-time home office bonus to help set up your workspace.
• Provided work equipment.
• Stock options.
• Health coverage wherever you are.
• Flexible days off.
• Learning opportunities through language, professional, and personal growth courses.

Additional Information

This role is full time and remote, with coverage across the US, Europe, and APAC. It is an individual contributor position and calls for more than 7 years of experience. Yuno also notes that it may use AI tools during parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools support recruitment but do not replace human judgment, and final hiring decisions are made by people. For questions about data processing or privacy rights, candidates may contact [email protected].

Eligibility

This opportunity is open to experienced professionals who can take ownership of major incident management in a production environment, work remotely, and handle regular on-call responsibilities. Advanced English is required, and Spanish is preferred.