Join Alpaca as an Incident Operations Lead to lead critical incident management, build a 24x7 command team, and enhance operational processes in a dynamic FinTech environment.
Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Amongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. This includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totaling over 10 million brokerage accounts. Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We're deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it.
Responsibilities
- Lead the team that commands Alpaca's most critical incidents.
- Build the function and keep raising its bar: the severity model, escalation and communication paths, and KPIs.
- Recruit and certify Incident Commanders, build a follow-the-sun rotation across APAC, EMEA, and AMER.
- Keep the team sharp with game days, tabletop exercises, and simulations.
- Build a blameless review culture.
- Drive severity maturity with Risk on financial and regulatory materiality.
- Own the escalation path and service catalogue.
- Connect engineers and technical support with partner communications teams.
- Run retrospectives with SRE and build post-incident packages.
- Own the KPIs for incident response and mitigation.
- Document and automate processes with AI.
Requirements
- 5+ years in production engineering, SRE, or technical operations.
- Experience in standing up an incident command or major-incident function.
- Led a distributed team across time zones and managed a 24x7 rotation.
- Ability to influence engineers without direct management.
- Built reliability metrics that are trusted.
- Strong technical writing skills.
- Understanding of FinTech and API-driven financial platforms.
Conditions
- Competitive Salary & Stock Options.
- Health Benefits.
- New Hire Home-Office Setup: One-time USD $500.
- Monthly Stipend: USD $150 per month via a Brex Card.
- Equal opportunity workplace dedicated to hiring a diverse workforce.