Staff Incident Manager

Role overview

This is a remote Staff Incident Manager opportunity for a candidate based in the United Arab Emirates. The listing is being handled for a partner employer, and that partner will manage applications as well as the following hiring steps.

In this role, you will own the full lifecycle of major and critical production incidents, working to restore service quickly while also improving the organization’s long-term resilience. You will bring together engineering and cross-functional stakeholders during serious outages, shape incident response practices, and help strengthen reliability across highly available systems used by customers around the world. The position requires a mix of technical judgment, leadership, structured communication, and strategic thinking in a globally distributed remote setting.

Accountabilities

• Take charge of major and critical production incidents from detection through closure, aligning stakeholders, making decisions in a structured way, and escalating when needed.
• Improve operational reliability by driving down metrics such as Mean Time to Detect (MTTD), Mean Time to Engage, and Mean Time to Recover (MTTR).
• Own and refine the on-call program, including rotation design, escalation logic, alert quality, and paging workflows, so engineers can respond effectively without excessive alert noise.
• Ensure incident communications are clear and timely, including updates for internal stakeholders and customer-facing status messages in coordination with support teams.
• Run blameless postmortems and make sure corrective actions are captured, assigned, tracked, and completed to reduce repeat incidents.
• Convert recurring operational problems into longer-term reliability work by partnering with engineering teams on roadmap priorities.
• Create, update, and enforce incident management standards such as severity definitions, operating procedures, response playbooks, and governance rules.
• Track and present incident patterns, service reliability, SLA/SLO performance, and overall operational health to engineering leadership.

Requirements

• At least 7 years of experience in incident management, site reliability, production operations, or a similar technical function supporting customer-facing systems.
• Proven background leading major production incidents, ideally as an Incident Commander or in a dedicated incident management role.
• Solid knowledge of distributed systems, cloud-native environments, and modern production operations.
• Experience building or improving incident frameworks, including severity matrices, runbooks, on-call setups, and operational procedures.
• Practical experience with observability tools for monitoring, logging, tracing, alerting, and response; Datadog experience is strongly preferred.
• Experience with incident and paging tools such as PagerDuty, OpsGenie, or similar systems, plus status page platforms.
• Ability to lead blameless postmortems that translate into real operational improvements.
• Strong written and spoken communication skills, especially under pressure during incidents.
• Good leadership, organization, and decision-making ability, with the capacity to coordinate several technical teams during major events.
• Advanced English proficiency is required.
• Knowledge of PCI-DSS, SRE practices, error budgets, SLO-driven operations, payments, fintech, or other regulated industries is an advantage.
• Business-level Spanish and experience supporting globally distributed engineering teams are helpful but not mandatory.
• Willingness to take part in an on-call rotation and respond to urgent incidents outside normal business hours.

Perks and benefits

• Competitive compensation package.
• Fully remote working arrangement with location flexibility.
• One-time home office allowance to help set up a productive workspace.
• Company-supplied work equipment.
• Stock options.
• Comprehensive health insurance.
• Flexible paid time off.
• Access to professional development support, including language, technical, and personal growth courses.
• Opportunity to work in a globally distributed engineering organization focused on innovation, reliability, and operational excellence.

Application and hiring process

This opportunity is posted through a partner company that manages applications and the next steps. The application is reviewed using an AI-assisted matching process designed to shortlist candidates against the role’s core requirements. The partner company then receives the shortlist and handles interviews, assessments, and the final decision internally.

Privacy notice

By applying, you agree that your personal data may be processed to assess your application and shared with the hiring employer. This processing is described as being based on legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. You may exercise rights such as access, rectification, erasure, and objection at any time. The recruitment process may also use AI tools to assist with resume review, response analysis, and inconsistency checks, but human recruiters make the final hiring decision.