We are seeking an experienced and highly motivated Incident Manager to join our dynamic team. As Marqeta's Incident Manager, you 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.

We work Flexible First. This role can be performed remotely anywhere within Ontario, Canada. We’d love for you to join us!

The Impact You’ll Have

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 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: 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. Automate Response and Management activities.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.

Who You Are

3+ years of relevant experience with a Bachelor's degree, or 5+ years of relevant work experience
Proven experience in incident management within a technology or fintech environment
Experience automating processes
Familiarity with incident management tools and methodologies
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.
Ability to work effectively in a fast-paced, cross-functional team environment.
Strong organizational skills with attention to detail.

Nice-To-Haves

Experience with Python
Familiarity or working experience with PagerDuty

Your Manager

Jeffrey August - Director, Strategy & Planning

Recruiter For This Role

Lizzie LaPonsey

Typical Process

Application Submission
Recruiter phone call
Hiring manager video call
Virtual “Onsite” consisting of 3, 45 min calls
Offer!

Compensation and Benefits

Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in CAD, is: 103,000 - 137,000.We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.

Along with monetary compensation, Marqeta offers

Multiple health insurance options
Flexible time off – take what you need
Retirement savings program with company contribution
Equity in a publicly-traded company
Monthly stipend to support our remote work model
Annual “development dollars” to support our people growth and development
Family-forming benefits and up to 20 weeks of Parental Leave

About Marqeta

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). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

Marqeta’s Values

– Intentional Curiosity: We believe in asking the questions others shy away from. True progress comes from understanding today’s realities while challenging ourselves to do better and take on the status quo.

– Thoughtful Responsibility: We believe that every interaction with our technology and platforms matters. Businesses and livelihoods rely on our work, so we strive for excellence and accountability every day with the highest standards for failsafe technology and compliance.

– Innovative Simplicity: We believe that simplicity is powerful, especially in innovation—making a tool work better or finishing that feature that makes everyone smile. Our customers face a lot of complexity. We’re not here to add more.

– Shared Success: We believe the measure of our success is the success of our employees, customers, and communities. From local businesses to big corporations, our impact goes deep and wide. And we’ve got the results to prove it.

– Passion to Thrive: We believe anyone with a better idea should be able to change the game for our company and our customers. We solve big problems for our customers and draw energy from that challenge and opportunity.

Equal Employment Opportunity, Accommodations and Privacy

Marqeta is proud to be an equal opportunity employer that gives consideration to all qualified applicants regardless of race, ancestry, national origin, color, Indigenous, citizenship, religion/creed, sex, sexual orientation, gender identity, gender expression marital status, family status, disability, veteran status, criminal histories consistent with legal requirements, or any other characteristic protected by applicable law.

Our dedication to diversity and inclusion extends beyond the categories above. Review Marqeta’s ESG Report to see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at Marqeta. We celebrate the unique contributions of each individual and empower all members of our organization. Join us in building a company where diversity thrives and everyone can be their authentic selves.

If you require reasonable accommodation for the application process and beyond (including due to a disability), please submit this form and we will be more than happy to assist you. Marqeta will make reasonable accommodations for candidates when needed in accordance with applicable law. The Applicant and Candidate Privacy Notice applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.

Incident Manager

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