Incident Operations Lead (EMEA/AMER)

Responsibilities

• Lead the team that commands Alpaca's most critical incidents. You will build the function and then keep raising its bar: the severity model, the escalation and communication paths, 24x7 follow-the-sun coverage, and the KPIs that prove it is improving. You will do that across boundaries - with the engineering teams who…
• Build the team and stand up 24x7 command. Recruit and certify Incident Commanders, build a follow-the-sun rotation across APAC, EMEA and AMER with warm handoffs at every regional boundary, and carry a rostered slot yourself. Keep the team sharp between real incidents with game days, tabletop exercises and simulations,…
• Build a blameless review culture that treats an outlier as a process gap rather than a person's failure.
• Own the process, and keep raising it.
• Drive severity maturity with Risk on financial and regulatory materiality - in a regulated brokerage a severity call can also start a reporting clock, so the model has to map cleanly onto those thresholds.
• Own the escalation path and what happens when a page goes unanswered, agree the thresholds for taking an incident to engineering leadership, and keep the service catalogue and its ownership current - time spent working out who owns a failing service is customer impact.
• Own both bridges. Your team connects the engineers and technical support fixing the problem, who need uninterrupted focus, to the partner communications teams, who need a continuous and accurate feed. You open the channel, supply the facts and hold the update cadence to account. Afterwards, your team runs the…
• Own the KPIs. Time to respond and time to mitigate end to end, including the definitions and data hygiene beneath them: what separates mitigated from resolved, and whether a timestamp means what it claims. Establish a defensible baseline before committing to targets, then move them by severity. Review and approval, not…
• Build it as a product, then automate it with AI. Everything is documented, versioned and deployable, so you can stand up command from the artefacts alone; the process needs to scale considerably faster than the team. The automation we are after is AI workflows and agents rather than scripts and dashboards - agents that…

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