Global Incident Command Lead — 24x7 Ops & AI

Diagram; San Mateo (CA); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Stock options

Health benefits

Home-office setup

Monthly stipend

Job summary

Alpaca is seeking a seasoned incident command leader to build and run a 24x7 function across global teams. You will own severity models, escalation paths, and a clear post-incident process that links to engineering leadership and business outcomes.

You will also shape reliability metrics, drive cross-functional collaboration, and push for AI-enabled automation to scale incident response and learning. This role is based in a fast-moving FinTech environment.

Qualifications

• Led a distributed 24x7 incident command function.
• 5+ years in production engineering / SRE / technical operations.
• Built reliability metrics trusted across teams.
• Led a team across time zones with a 24x7 rotation.
• Defended severity calls and managed escalations.

Responsibilities

• Build the team and stand up 24x7 command.
• Own severity maturity and escalation paths.
• Coordinate bridges between engineers, support, and partners.
• Own KPIs and ensure data hygiene.
• Build as a product and automate with AI; stand up command from artefacts.

Skills

Incident command

SRE / production engineering

Distributed team leadership

Executive communication

Reliability metrics

AI automation

Tools

ITIL

Job description

Alpaca is seeking a seasoned incident command leader to build and run a 24x7 function across global teams. You will own severity models, escalation paths, and a clear post-incident process that links to engineering leadership and business outcomes.

You will also shape reliability metrics, drive cross-functional collaboration, and push for AI-enabled automation to scale incident response and learning. This role is based in a fast-moving FinTech environment.