Global Incident Commander, 24x7 FinTech Operations

Alpaca; San Mateo (CA); Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive Salary & Stock Options

Health Benefits

New Hire Home-Office Setup: One-time $

Job summary

Alpaca is seeking an experienced Incident Commander to lead high-severity incidents across a global 24x7 roster. You will direct cross-functional responders, set severity, engage the right experts, and ensure rapid, reliable recovery while maintaining clear communications with executives and partners.

You will own the incident lifecycle, from declaration to postmortem, driving blameless learnings and tangible follow-ups to prevent recurrence, with an emphasis on automation and efficient handoffs.

Qualifications

• 4+ years commanding or co-commanding high-severity incidents in a production engineering, SRE or technical operations environment.
• You direct technical responders under pressure without being the person writing the fix.
• You make and defend crisp severity and escalation decisions, and you take charge without waiting to be asked.
• You can read a dashboard and judge for yourself whether impact has actually stopped.
• You communicate clearly with engineers, executives and partner-facing stakeholders.

Responsibilities

• Command incidents end to end from declaration to mitigation.
• Classify and hold the line on severity with rapid re-checks.
• Engage the right people, fast; identify owning team and escalate when needed.
• Hold the bridge, protect responders; be the single source of truth for impact and timing.
• Run warm, high-fidelity handoffs across regions; ensure ownership is clear and updates are timely.
• Close the loop with postmortems and actionable tickets.

Skills

Incident command

Under pressure leadership

Severity judgment

Cross-functional collaboration

AI-assisted automation

Tools

ITIL training

Runbooks

ITIL framework

Job description

Alpaca is seeking an experienced Incident Commander to lead high-severity incidents across a global 24x7 roster. You will direct cross-functional responders, set severity, engage the right experts, and ensure rapid, reliable recovery while maintaining clear communications with executives and partners.

You will own the incident lifecycle, from declaration to postmortem, driving blameless learnings and tangible follow-ups to prevent recurrence, with an emphasis on automation and efficient handoffs.