Global Incident Operations Lead — AI-Driven Reliability

Jobgether; España; On-site; PHP 6,522,000 - 10,870,000; Full time

Benefits offered by this job

Stock options

Health benefits

Home-office setup

Job summary

Partner Company is seeking an Incident Operations Lead based in Spain to build and lead a globally distributed function responsible for managing the organization’s most critical incidents. You will establish the operating model, severity framework, escalation paths, and 24x7 follow-the-sun coverage to respond effectively under pressure.

You will lead distributed Incident Commanders, drive reliability improvements from learnings, and shape AI-powered automation to reduce toil and improve incident

Qualifications

• 5+ years in production engineering, SRE, or technical operations.
• Proven experience commanding high-severity incidents.
• Experience building incident command or major-incident function.
• Experience designing severity models, escalation frameworks, and incident-response processes.
• Proven ability to lead distributed teams across multiple time zones and operate a 24x7 on-call rotation.
• Strong influence and stakeholder-management skills, with ability to drive action from engineers outside your line.
• Confident judgement in severity/escalation decisions during high-pressure incidents.
• Strong understanding of reliability metrics and differentiating outcomes.
• Excellent documentation, process quality, and continuous improvement.
• Familiarity with FinTech environments and API-driven platforms.
• Experience deploying AI/agentic automation to improve incident workflows.
• Formal incident command or crisis-management training is a plus.

Responsibilities

• Build and lead the Incident Operations function for the organization’s most critical incidents.
• Establish a 24x7 follow-the-sun rotation across APAC, EMEA, and AMER.
• Maintain incident command roster and regional handoffs for operational realities.
• Run game days, tabletop exercises, simulations, and certification programs.
• Foster a blameless culture focused on process and system improvements.
• Own the incident severity model with Risk, reflecting materiality.
• Define escalation paths, response thresholds, and leadership criteria.
• Keep the service catalogue accurate and actionable for owners.
• Coordinate engineering, technical support, and communications during incidents.
• Provide timely incident facts and updates with clear cadences.

Skills

Incident management

SRE experience

Automation design

Stakeholder management

Multi-timezone leadership

Regulatory awareness

Job description

Partner Company is seeking an Incident Operations Lead based in Spain to build and lead a globally distributed function responsible for managing the organization’s most critical incidents. You will establish the operating model, severity framework, escalation paths, and 24x7 follow-the-sun coverage to respond effectively under pressure.

You will lead distributed Incident Commanders, drive reliability improvements from learnings, and shape AI-powered automation to reduce toil and improve incident