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Incident Response Coordinator

3 months ago

London, Greater London, United Kingdom Block Full time
Job Overview

The TechOps team at Block is a specialized group dedicated to incident and service management within the Engineering domain. Operating globally across three time zones, TechOps plays a crucial role in ensuring service continuity and managing high-severity production incidents across various Block products, including Clearpay, Afterpay, CashApp, and Square.

Your main role will involve orchestrating prompt responses to significant incidents affecting a variety of Block's offerings. Additionally, you will oversee operational tasks during change freezes and scheduled maintenance, as well as lead initiatives aimed at enhancing our operational capabilities.

Key Responsibilities:

  • Validate alerts generated by Block's monitoring and observability tools.
  • Evaluate and categorize the scope and impact of incidents.
  • Initiate and manage incidents; engage engineering and operational teams as necessary.
  • Notify stakeholders and update the status page accordingly.
  • Coordinate incident response efforts, defining and tracking workflows for restoration and remediation.
  • Collaborate with cross-functional teams including CCO, Sales, Account Management, Services, Product, Compliance, Legal, PR, and Finance.
  • Facilitate and oversee Post Incident Reviews, documenting and tracking action items.

Qualifications:

  • Experience in Incident Management, Problem Management, or Critical Escalation for high-availability production services.
  • Proficient in Observability and Monitoring tools such as DataDog, New Relic, Dynatrace, SumoLogic, and Splunk.
  • Familiarity with On-Call and Incident Management tools like PagerDuty, OpsGenie, Splunk On-Call, Rootly, Blameless, and Fire Hydrant.
  • Competent in ticketing and workflow management systems such as JIRA, ServiceNow, and Salesforce.

Additional Information:

At Block, we are committed to fostering an inclusive economy where all customers have equal access to opportunities. We strive to embody these values within our workplace as well. Block is an equal opportunity employer, dedicated to evaluating all employees and job applicants based solely on the core competencies required for the role, without regard to any legally protected class.

We believe in fairness and are committed to providing an inclusive interview experience, including reasonable accommodations for disabled applicants throughout the recruitment process. We encourage applicants to communicate any necessary accommodations with their recruiter, who will handle these requests with the utmost confidentiality.

Block, Inc. (NYSE: SQ) is a global technology company focused on financial services, encompassing Square, Cash App, Spiral, TIDAL, and TBD. We develop tools to help more individuals access the economy, empowering sellers to grow their businesses through an integrated ecosystem of commerce solutions, business software, and banking services.