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Senior Technical Incident Operations Manager

Chime

Chime

IT, Operations
Vancouver, BC, Canada
Posted on Saturday, January 6, 2024

About this role

At Chime, we unite everyday people to unlock their financial progress. To do this we need systems that are highly resilient and available and human & technical systems. That’s where you come in. You will be an early member of our growing Technical Incident Response team to help Chime improve our readiness, response and drive organizational change from incidents.

As a Senior Technical Incident Manager, you have two responsibilities

  • Participate in a First Responder Program providing Incident Coordinator skills when on call.
  • Lead our Learning From Incidents / Incident Review program including conducting regular incident analysis of high severity of otherwise tricky incidents.

Chime is a collaborative environment where you will need to lead through influence, listen to your customers, and empathize with what they need in their roles.

The base salary offered for this role and level of experience will begin at $149,300 and up to $207,300. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to

  • Run our Learning From Incidents Program both raising the quality of incident reviews conducted by many Chimers, and lead by example in doing the reviews for major incidents.
  • Participate in our primary first responder program as an Incident Coordinator.
  • Serve as a thought partner to your cross functional peers, strengthen our QA insights capabilities, and drive continuous improvement across OMX’s lines of business.
  • Make the organization more effective through thoughtful & pragmatic application of useful tools, patterns, and process
  • Interface and collaborate with all of our Engineering, Product teams in addition to a wide range of teams through Chime.
  • Work across Chime to develop and articulate a vision of healthy, empathic and balanced response culture.

To thrive in this role, you have

  • Been a first responder in an On Call environment for 3+ years. Or, extensive experience as functional on call (eg Engineering rotation). During this time you have led, coordinated or played major roles in high severity outages.
  • 1+ Year of experience conducting technical incident analysis and facilitating learning reviews with multiple partners. In analysis, you have driven learning and change by looking deeper than single root causes, and focused on understanding multiple diverse perspectives to build incident narratives
  • Ideal but not required: Experience using Incident Analysis tools (like Jeli.io) and familiarity with their Howie Guide.
  • Experience using common engineering insights tools (eg DataDog, PagerDuty etc) to understand how an incident occurred.
  • Experience partnering with Eng teams leading and driving technical discussions. While this may include being an Engineer, this is not required.
  • Strong communication skills including developing training materials and VP level presentations.

A little about us

At Chime, we believe that everyone can achieve financial progress. We’re passionate about developing solutions and services to empower people to succeed. Every day, we start with empathy for our members and stay motivated by our desire to support them in ways that make a meaningful difference.

We created Chime—a financial technology company, not a bank*-- founded on the premise that basic banking services should be helpful, transparent, and fair. Chime helps unlock the access and ability our members need to overcome the systemic barriers that block them from moving forward. By providing members with access to liquidity, rewards, and credit building, our easy-to-use tools and intuitive platforms give members the ability to have more control over their money and to take action toward achieving their financial ambitions.

So far, we’re well-loved by our members and proud to have helped millions of people unlock financial progress, whether they started a savings account, bought their first car or home, opened a business, or went to college. Every day, we’re inspired by our members’ dreams and successes, big and small.

We’re uniting everyday people to unlock their financial progress—will you join us?

*Chime partners with The Bancorp Bank and Stride Bank, N.A., Members FDIC, that power the bank accounts used by Chime Members.

What we offer

  • 💰 Competitive salary based on experience
  • ✨ 401k or RRSP match plus great medical, dental, vision, life, and disability benefits
  • 🏝 Generous vacation policy and company-wide Take Care of Yourself Days
  • 🫂 1% of your time off to support local community organizations of your choice
  • 🧠 Mental health support with therapy and coaching through Modern Health
  • 👶 16 weeks of paid parental leave for all parents and an additional 6-8 weeks for birthing parents
  • 👪 Access to Maven, a family planning tool, with up to $10k in reimbursement for egg freezing, fertility treatments, adoption, and more.
  • 💻 Hybrid work perks, like UrbanSitter and Kinside for backup child, elder and/or pet care, as well as a subsidized commuter benefit
  • 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
  • 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
  • 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know.

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice.

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