Staff Incident ManagerVerified as a real position

Who we’re looking for

• Proven experience running major incident response in a production environment that real customers depend on, ideally as an incident commander or in a dedicated incident management function.
• Strong working knowledge of modern distributed systems and cloud-native operations — comfortable holding your own on a bridge call with senior engineers during an outage, following the technical thread, and keeping the response moving without needing every detail spoon-fed.
• Experience defining or maturing an incident management practice from the ground up: severity frameworks, operating models, runbooks, and on-call programs built to last, not just inherited.
• Fluency with observability and incident tooling — metrics, logging, tracing, alerting, and paging platforms. Hands-on experience with Datadog is strongly preferred; familiarity with a paging platform (PagerDuty, OpsGenie, or similar) and a status page tool is expected.
• A track record of running postmortems that change behavior, and of closing the loop between incidents and engineering work.
• Excellent written and verbal communication — able to write a clear merchant-facing status update and a precise internal escalation under pressure.
• Calm, decisive judgment during high-pressure events — you hold structure when others are reacting.
• Comfort being on-call as a regular part of the role, including for critical incidents outside business hours.
• English — advanced proficiency required.

What you’ll do

• Incident command — act as incident commander on major and critical incidents, owning coordination, decision-making cadence, and escalation from detection through resolution; treat merchant transaction impact, PSP and acquirer dependency failures, settlement and reconciliation knock-on effects, and PCI-DSS scope as first-class concerns in every response.
• Reliability metrics — drive down time to detect, time to engage, and time to recover; own MTTR as a headline metric and the operational discipline behind Yuno’s 99.99% uptime target.
• On-call program — run rotations, escalation policies, paging hygiene, and alert quality; reduce noise so on-call engineers trust their pages.
• Incident communications — own internal stakeholder alignment during an event and drive clear, accurate merchant-facing updates — including the status page — in coordination with Support and account teams.
• Postmortems — run blameless postmortems, hold the room to a no-blame standard, and make sure action items are concrete, owned, and tracked to closure.
• Reliability roadmap — translate recurring incident patterns into reliability work, partnering with engineering teams to turn postmortem findings into roadmap items, not orphaned tickets.
• Operating model — define and maintain incident severity levels, response runbooks, and the operating model for declaring and managing incidents.
• Reporting — report on incident trends, reliability posture, and SLA and SLO performance to engineering leadership.

About the position

At Yuno, we are building the payment infrastructure that allows all companies to participate in the global market. Founded by seasoned experts from the payments and tech industries, our technology provides access to leading payment capabilities, enabling companies to engage customers confidently and maintain global operations through seamless integrations. We empower high-performing teams at brands like InDrive, McDonald’s, Rappi, and Viva Aerobus to integrate over 1,000 payment methods via a single API. By leveraging advanced AI and the latest technologies, we orchestrate smart routing and fraud prevention across 80+ countries.

Benefits

• Competitive Compensation.
• Remote Work – You can work from everywhere!
• Home Office Bonus – A one-time allowance to help you create your ideal home office.
• Work Equipment.
• Stock Options.
• Health Plan wherever you are.
• Flexible Days Off.
• Language, Professional, and Personal Growth courses.