Incident Manager

Marqeta, Inc.; Vancouver; Hybrid; CAD 85,000 - 107,000; Full time

Job summary

An innovative fintech company is seeking an experienced Incident Manager to enhance incident response processes and communication. In this pivotal role, you will lead incident management efforts, collaborating with cross-functional teams to ensure timely resolution of incidents. Your expertise will drive continuous improvement initiatives and foster a culture of accountability across the organization. This is a unique opportunity to make a significant impact in a fast-paced environment, working alongside talented professionals dedicated to transforming the way money moves. Join a dynamic team that values innovation, collaboration, and growth.

Benefits

Multiple health insurance options

Flexible time off

Retirement savings program with company contribution

Equity in a publicly-traded company

Monthly stipend for remote work

Annual development dollars for growth

Family-forming benefits

Up to 20 weeks of Parental Leave

Qualifications

• Proven experience in incident management within a technology or fintech environment.
• Strong communication and interpersonal skills, with the ability to convey technical information.

Responsibilities

• Lead incident communication efforts, ensuring timely updates to stakeholders.
• Develop and maintain incident communication templates and guidelines.
• Coordinate and facilitate incident response efforts, acting as a central point of contact.

Skills

Incident Management

Communication Skills

Problem-Solving

Critical Thinking

Interpersonal Skills

Education

Bachelor’s Degree

Master’s Degree

Tools

PagerDuty

JIRA

Slack

Job description

Reporting to the Director of Incident Management, the Incident Manager will play a critical role in ensuring the smooth and efficient handling of incidents within our fintech platform. Your primary focus will be on incident communication and continuous improvement, and you will work collaboratively with leaders, engineering managers, and engineers across the organization to drive incident resolution and enhance our incident response processes.

The Incident Management team is made up of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency. Bringing an innovative, high tech, modern and inspiring approach that helps to align employees with Marqeta’s vision, fun culture and business strategy is essential.

The team is looking for an experienced and highly motivated Incident Manager to join our dynamic group. As the Incident Manager, you will play a critical role in ensuring the smooth and efficient handling of incidents within our platform. Your primary focus will be on incident communication and continuous improvement. You will work collaboratively with leaders, engineering managers, and engineers across the organization to drive incident resolution and enhance our incident response processes.

The successful candidate possesses a passion for resolving incidents.

The impact you'll have

• Lead incident communication efforts, ensuring timely and accurate updates to stakeholders, customers, and internal teams.
• Craft clear and concise incident reports, post-mortems, and status updates.
• Develop and maintain incident communication templates and guidelines.
• Coordinate collaboration and reporting on incident response activities.
• Maintain accurate paging structure, incident manager training program, rotational schedule of incident managers, and accurate list of designated incident commanders who can make technical decisions on how to triage the incident.
• Coordinate and facilitate incident response efforts, acting as a central point of contact during incidents.
• Collaborate with cross-functional teams to prioritize and resolve incidents promptly.
• Monitor incident progress and escalate as necessary to ensure resolution.
• Develop standardized processes and templates for communicating the status and results of incidents.
• Manage post-mortem and after-action review meetings and reporting.
• Ensure any residual risks/issues post-incident are provided to the Risk Management service for tracking until remediated.
• Drive continuous improvement initiatives related to incident management processes, tools, and procedures.
• Conduct post-incident reviews to identify root causes and recommend preventive actions.
• Work closely with engineering teams to implement corrective and preventive measures.
• Cross-Functional Collaboration
  • Collaborate with leaders, engineering managers, and engineers to enhance incident response capabilities.
  • Foster a culture of incident awareness and accountability across the organization.
• Documentation and Training
  • Maintain incident-related documentation, including incident response playbooks and knowledge base articles.
  • Provide training and guidance to teams on incident management best practices.

Who you are

• Proven experience in incident management within a technology or fintech environment.
• Strong communication and interpersonal skills, with the ability to convey technical information to both technical and non-technical audiences.
• Excellent problem-solving and critical-thinking abilities.
• Familiarity with incident management tools (PagerDuty, JIRA, Slack) and methodologies.
• Ability to work effectively in a fast-paced, cross-functional team environment.
• Strong organizational skills with attention to detail.
• Experience in fintech is preferred.
• Bachelor’s degree or equivalent experience. Master’s degree is a plus.
• Startup/high growth company experience with a proven track record of thriving in high-performing teams and fast-paced environments.

Compensation and Benefits

Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location.

When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in CAD, is: 85,400 - 106,800.

We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.

Along with monetary compensation, Marqeta offers

• Multiple health insurance options
• Flexible time off – take what you need
• Retirement savings program with company contribution
• Equity in a publicly-traded company
• Monthly stipend to support our remote work model
• Annual “development dollars” to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave

About Marqeta

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well-known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

– Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.

– Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.

– Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.

– Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.

– Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.

Equal Employment Opportunity, Accommodations and Privacy

Marqeta is proud to be an equal opportunity employer that gives consideration to all qualified applicants regardless of race, ancestry, national origin, color, Indigenous, citizenship, religion/creed, sex, sexual orientation, gender identity, gender expression marital status, family status, disability, veteran status, criminal histories consistent with legal requirements, or any other characteristic protected by applicable law.

Our dedication to diversity and inclusion extends beyond the categories above. Review Marqeta’s ESG Report to see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at Marqeta. We celebrate the unique contributions of each individual and empower all members of our organization. Join us in building a company where diversity thrives and everyone can be their authentic selves.