Incident Operations Engineer Lead

Role Purpose

As an Incident Operations Engineer Lead, you will support the day-to-day execution of Wise’s incident management processes. This is an exciting opportunity for someone eager to learn how a global fintech handles service disruptions. You will act as the "control room" for incidents, ensuring technical teams are connected, stakeholders are updated, and every lesson learned is documented.

Key Responsibilities

1. Incident & Problem Support

Incident Facilitation: Support the coordination of active incidents by opening communication channels (Slack/GoogleMeet), ensuring the correct on-call engineers are available, and assisting with the documenting of the incident in real time.

Post-Incident Administration: Assist in creation and completion of post-mortem meetings and ensure that action items from these sessions are correctly logged in our tracking tools.

Problem Management: Help track recurring issues and follow up with engineering teams to ensure long-term fixes are progressing.

2. Process & Documentation

Record Keeping: Ensure all incident data is accurately captured for regulatory and compliance purposes.

Runbook Maintenance: Help the team keep internal documentation and "how-to" guides up to date as our systems and processes evolve.

Tooling Support: Learn to use and help maintain our incident response tools (e.g., Rootly, Jira, Slack) to ensure they are ready when an issue occurs.

3. Data & Reporting

Metric Gathering: Assist in pulling data for weekly or monthly incident reports, helping the team identify trends in service reliability.

Stakeholder Updates: Draft clear, concise status updates during and after incidents to keep the wider business informed.

4. Technical Skills Expectations

Tool Familiarity: Exposure to or a willingness to quickly learn standard DevOps/SRE tooling (e.g., monitoring systems, ticketing systems like Jira, communication platforms like Slack).

Basic Troubleshooting: The ability to follow technical instructions and assist engineers by performing basic diagnostic steps during an incident (e.g., checking logs, verifying service status).