Incident Manager

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card-issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real-time.   Marqeta is powering the most well-known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc.). Today nearly 8 out of 10 Americans use a product powered by Marqeta every week. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

Reporting to the Director of Incident Management, the Incident Manager will play a critical role in ensuring the smooth and efficient handling of incidents within our fintech platform. Your primary focus will be on incident communication and continuous improvement, and you will work collaboratively with leaders, engineering managers, and engineers across the organization to drive incident resolution and enhance our incident response processes. 

The Incident Management team is made up of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency. Bringing an innovative, high tech, modern and inspiring approach that helps to align employees with Marqeta’s vision, fun culture and business strategy is essential. 

The team is looking for an experienced and highly motivated Incident Manager to join our dynamic group. As the Incident Manager, you will play a critical role in ensuring the smooth and efficient handling of incidents within our platform. Your primary focus will be on incident communication and continuous improvement. you will work collaboratively with leaders, engineering managers, and engineers across the organization to drive incident resolution and enhance our incident response processes.

The successful candidate possesses a passion for resolving incidents

What You’ll Do

• Incident Communication
  • Lead incident communication efforts, ensuring timely and accurate updates to stakeholders, customers, and internal teams.
  •  Craft clear and concise incident reports, post-mortems, and status updates.
  •  Develop and maintain incident communication templates and guidelines.
• Incident Management
  • Coordinate collaboration and reporting on incident response activities
  • Maintain accurate paging structure, incident manager training program, rotational schedule of incident managers, and accurate list of designated incident commanders who can make technical decisioning on how to triage the incident
  • Coordinate and facilitate incident response efforts, acting as a central point of contact during incidents.
  • Collaborate with cross-functional teams to prioritize and resolve incidents promptly.
  • Monitor incident progress and escalate as necessary to ensure resolution.
• Continuous Improvement
  • Develop standardized processes and templates for communicating the status and results of incidents
  • Manage post-mortem and after-action review meetings and reporting
  • Ensure any residual risks/issues post-incident are provided to the Risk Management service for tracking until remediated
  • Drive continuous improvement initiatives related to incident management processes, tools, and procedures.
  • Conduct post-incident reviews to identify root causes and recommend preventive actions.
  • Work closely with engineering teams to implement corrective and preventive measures
• Cross-Functional Collaboration
  • Collaborate with leaders, engineering managers, and engineers to enhance incident response capabilities.
  • Foster a culture of incident awareness and accountability across the organization.
• Documentation and Training
  • Maintain incident-related documentation, including incident response playbooks and knowledge base articles.
  • Provide training and guidance to teams on incident management best practices.

What We’re Looking For  

• Proven experience in incident management within a technology or fintech environment.
• Strong communication and interpersonal skills, with the ability to convey technical information to both technical and non-technical audiences.
• Excellent problem-solving and critical-thinking abilities.
• Familiarity with incident management tools (PagerDuty, JIRA, Slack) and methodologies.
• Ability to work effectively in a fast-paced, cross-functional team environment.
• Strong organizational skills with attention to detail.
• Experience in fintech is preferred
• Bachelor’s degree or equivalent experience. Master’s degree is a plus.
• Startup/high growth company experience with a proven track record of thriving in high-performing teams and fast-paced environments. 

Nice-To-Haves

• A background in Site Reliability Engineering

Your Manager

• Jeffrey August - Director, Incident Management

Recruiter For This Role

• Steve Pestorich - Senior Staff Recruiter

Typical Process

• Application submission
• Recruiter phone call
• Hiring manager video call
• Virtual “Onsite” consisting of 4-5, 45 min calls
• Offer!