Incident Manager
1 month ago
TechOps are Block's dedicated incident and service management team sitting in the Engineering discipline. TechOps is a global team operating in three time zones providing critical service coverage, managing high severity production incidents across Clearpay / Afterpay, CashApp and Square products. Our team of incident managers are invested in uplifting the Block's reliability and service integrity by democratising learning from incidents.
Your primary responsibility will be coordinating the timely response to high severity incidents across a range of Block's products and services. In addition to this you will coordinate a range of operational activities in the change freeze and scheduled maintenance spaces, and being responsible for a set of change initiatives to improve our operational footing.
You will:
- Validate alerts from Block's observability and monitoring toolset.
- Assess and Categorise the scope and dimensions of the challenge.
- Open and Triage Incidents; page and engage engineering and operational teams.
- Trigger stakeholder notifications and Status page updates.
- Coordinate incident response, defining and tracking work streams for restoration and remediation.
- Engage cross-functional teams across CCO, Sales, Account Management, Services, Product, Compliance, Legal, PR, and Finance.
- Facilitate and manage Post Incident Reviews, recording and tracking action items
Qualifications
- Experience in an Incident Management, Problem Management or Critical Escalation context for high-availability, high-consequence production services.
- Proficiency with Observability and Monitoring Tooling such as DataDog, New Relic, Dynatrace, SumoLogic, and Splunk
- Experience with in On-Call and Incident Tooling such as PagerDuty, OpsGenie, Splunk On-Call, Rootly, Blameless, Incident.io, Fire Hydrant
- Competent with ticketing and workflow tooling such as JIRA, ServiceNow, Salesforce.
Additional Information
We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.
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