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Manager, Incident Response & Management Job Opening In Singapore, Singapore – Now Hiring Stripe


Job description

Who we are

About Stripe

Stripe is a financial infrastructure platform for businesses.

Millions of companies—from the world’s largest enterprises to the most ambitious startups—use Stripe to accept payments, grow their revenue, and accelerate new business opportunities.

Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead.

That means you have an unprecedented opportunity to put the global economy within everyone’s reach while doing the most important work of your career.

About the team

The Incident Ops team is a global 24/7 team responsible for driving incident response and management of incidents from detection to resolution.

Stripe is proud of its five 9s reliability and this team is at the forefront of ensuring we keep it that way - working hand-in-hand with Reliability Eng and across the Tech Org.

This team of incident response managers (IRM) is defined by our sense of ownership and how we drive incidents to resolution - marshaling the necessary cross-functional resources to respond to and resolve service outages, critical bugs, security attacks and anything that significantly impacts the users of our products.

The team is user-first and ensures appropriate external communications from Stripe and senior management to keep our users informed of disruption to their experience of Stripe.

The team is skilled in program management, communications, incident handling and technical adeptness as incidents can arise from anywhere and cut across products and orgs in Stripe.

What you’ll do

As the Manager of Incident Response Managers, you’ll evolve a world class incident response team in APAC to maintain a high bar of reliability expected of Stripe and by Stripe’s users.

You’ll work hand-in-hand with regional IRM teams in AMER and EMEA to ensure solid 24/7 coverage for how we detect, respond to incidents, communicate to users, improve related tooling and measure impact.

You will lead and nurture a high-performing IRM team based in APAC who has a strong sense of urgency, focused on identifying incident impact, rapidly assembling incident responders, driving incident communications, and mitigating impact as quickly as possible.

As a result, you’ll be seen as the protector of our users - in minimizing the impact of incidents on their business and ensuring that Stripe is always thinking of our users.

Responsibilities

  • Manage a team of frontline incident response managers
  • Provide coaching and development to each team member
  • Coordinate and manage incident resolution with speed, cross-functional collaboration, and accuracy, with a global and broad set of stakeholders.


  • Facilitate post incident reviews to identify technical or process problems which need to be remediated
  • Contribute to incident root cause analysis, identifying remediation opportunities for Incident Operations, partner teams on operations and engineering to execute upon.


  • Formulate strategy and deliver on communications to both internal stakeholders and Stripe’s users.


  • Collaborate with engineering and operations teams to align on and execute upon on-going improvements to processes, tooling, metrics, and the Incident Management framework.


  • Influence and make decisions through interpretation of data and consolidation of input from multiple stakeholders.
  • Who you are

    We’re looking for someone who meets the minimum requirements to be considered for the role.

    If you meet these requirements, you are encouraged to apply.

    The preferred qualifications are a bonus, not a requirement.

    Minimum requirements

  • Have 5+ years of direct people management experience, an excellent coach
  • Have 3+ years of experience within a Major Incident Management team
  • Demonstrated employee and team development
  • Enjoy a fast paced work environment, crafting strategic and rapid fixes to high intensity problems with a keen eye for detail and a high bar for quality
  • Comfortable navigating ambiguity, while identifying areas for process improvement and establishing best practices
  • Strong written and verbal communication skills, able to deliver effective messaging to all levels of a technical organization
  • Can problem solve and translate complicated technical issues into solutions, while keeping a users-first mindset
  • Have an ability to execute on and deliver complex operational projects involving multiple stakeholders especially in partnering with engineering
  • Preferred qualifications

  • Have technical background, are proficient in SQL, Splunk, or equivalent query languages and the ability to use data to drive business decisions based on analytical research
  • Experience using infrastructure and application monitoring tools such as Signalfx, Prometheus, Sentry, Grafana and others
  • Experience at a high-growth technology company, especially within the payments or e-commerce space in particular for incident response
  • Experience working with both cloud and third-party solution providers
  • Experience with managing user-facing communications strategy during sensitive situations such as outages 
  • In-office expectations

    Office-assigned Stripes in most of our locations are currently expected to spend at least 50% of the time in a given month in their local office or with users.

    This expectation may vary depending on role, team and location.

    For example, Stripes in our Bucharest, Romania site have an 80% in-office expectation, and those in Stripe Delivery Center roles in Mexico City, Mexico and Bengaluru, India work 100% from the office.

    Also, some teams have greater in-office attendance requirements, to appropriately support our users and workflows, which the hiring manager will discuss.

    This approach helps strike a balance between bringing people together for in-person collaboration and learning from each other, while supporting flexibility when possible.

    Pay and benefits

    The annual salary range for this role in the primary location is S$208,000 - S$312,000.

    This range may change if you are hired in another location.

    For sales roles, the range provided is the role’s On Target Earnings (“OTE”) range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

    This salary range may be inclusive of several career levels at Stripe and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and specific location.

    Applicants interested in this role and who are not located in the primary location may request the annual salary range for their location during the interview process.

    Specific benefits and details about what compensation is included in the salary range listed above will vary depending on the applicant’s location and can be discussed in more detail during the interview process.

    Benefits/additional compensation for this role may include: equity, company bonus or sales commissions/bonuses; retirement plans; health benefits; and wellness stipends.

    Required Skill Profession

    Business Operations Specialists


    • Job Details

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    Unlock Your Manager Incident Potential: Insight & Career Growth Guide


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    The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Stripe adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:

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    2. Loyalty

    3. Impartiapty

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    5. Accountabipty

    6. Respect for human rights

    7. Obeying Singapore laws and regulations

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