Staff Incident Manager

Role overview

This is a remote opportunity for a Staff Incident Manager based in Saudi Arabia, arranged through a partner company that will handle applications and the next steps. In this role, you will take ownership of critical production incidents from first detection through full recovery, while also improving the systems and practices that support long-term reliability. The position calls for a mix of technical depth, calm leadership, and strategic thinking in a globally distributed environment.

What you will do

• Take charge of major and high-severity production incidents, bringing together the right stakeholders, guiding decisions, and ensuring issues are escalated appropriately and resolved quickly.
• Improve operational reliability by helping drive down key performance measures such as MTTD, mean time to engage, and MTTR.
• Oversee and refine the on-call setup, including scheduling, escalation paths, alert quality, and paging workflows, with the aim of making engineers more effective and reducing alert overload.
• Handle incident communications in a clear and timely manner, including updates for internal teams and customer-facing status messages alongside support partners.
• Run blameless post-incident reviews, document action items, assign ownership, and make sure follow-through happens so similar issues are less likely to recur.
• Turn repeated operational problems into durable reliability improvements by partnering with engineering teams on planning and prioritization.
• Create and uphold incident management standards such as severity definitions, response procedures, playbooks, and governance practices.
• Track incident patterns, service reliability, SLA and SLO results, and broader operational health, then report insights to engineering leadership.

What we are looking for

• At least 7 years of experience in incident management, site reliability, production operations, or a closely related technical function supporting customer-facing systems.
• Strong background leading major incident response in live production environments, ideally as an Incident Commander or in a dedicated incident management role.
• Good grasp of distributed architectures, cloud-native systems, and modern production operations.
• Experience building or improving incident management frameworks, including severity models, runbooks, on-call programs, and operational workflows.
• Practical experience with observability tools for monitoring, logging, tracing, alerting, and incident response; Datadog experience is especially preferred.
• Experience with incident paging and management tools such as PagerDuty, OpsGenie, or similar platforms, plus status page solutions.
• Ability to lead blameless postmortems that produce real operational change.
• Strong written and spoken communication skills, especially in high-pressure situations.
• Solid leadership, organization, and decision-making skills, with the ability to coordinate multiple technical teams during critical events.
• Advanced English proficiency is required.
• Knowledge of PCI-DSS, SRE practices, error budgets, SLO-based operations, payments, fintech, or other regulated environments is a plus.
• Business-level Spanish and prior experience supporting globally distributed engineering teams are helpful but not required.
• Willingness to join an on-call rotation and respond to urgent incidents outside normal business hours.

Benefits

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

Application and hiring process

This role is shared by a partner company, and that company will review applications and manage the next stages of hiring. The application process uses AI-assisted matching to help shortlist candidates against the core requirements, after which the shortlist is passed to the hiring company. The final hiring choice and subsequent steps, such as interviews or assessments, are handled internally by the employer.

Data privacy notice

By applying, you agree that your personal data may be processed to assess your fit for the role and shared with the hiring employer. This is done under legitimate interest and pre-contractual measures where applicable, including GDPR-based rights such as access, correction, deletion, and objection. AI tools may be used to support parts of the recruitment workflow, such as resume review or response analysis, but they do not replace human review. Final hiring decisions are made by people, and you may contact the company for more information about data processing.