Incident Manager

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.

We are looking for a talented Incident Manager to join our TechOps team.

This is a broad role that will involve investigating and resolving Major Incidents with the corresponding Tech and non-Tech teams to ensure the functioning of our ecosystem (Binance.com, Mobile Apps, etc), along with other related duties.

It will include close cooperation with our Customer Support, internal Dev/Infra teams, Communication/PR, as well as other parties.

This is a full-time position for candidates who are in UTC to UTC+8.

Responsibilities:

• Lead and drive major incidents towards mitigation and resolution with multiple counterparts, and effectively coordinate production incidents resolution across multiple teams.
• Provide excellent incident communication to stakeholders.
• Lead and/or participate in Post Incident Review and Problem Management meetings with key stakeholders to review events and opportunities for ongoing improvement.
• Work within a global shift rotation, covering local day-time hours, including holidays and weekends, on a rotational basis.
• Continuously look for automation and improvement opportunities for Incident Management processes, tools, and best practices.
• Provide technical support and handle urgent escalations from external or internal customers or users in a production environment with a high volume of transaction traffic.
• Work closely with product and DEV teams, and participate and follow up in iteration, release, and roadmap planning timely.

Requirements:

• 5+ years of experience in similar roles - e.g. Incident Manager, Technical Escalation Engineer, etc.
• Must have strong capabilities to identify, analyze, and resolve problems logically and systematically.
• Strong technology experience in Unix/Linux with shell scripting, databases (Oracle, MySQL), Web or App related DEV, Technical Support, QA or project support experience with HTTP protocol, JavaScript, RESTful, JSON, Web Service, TCP/IP, Linux/Unix.
• Critical communication skills, must be technically literate and able to articulate technical issues in a meaningful way to both engineers and executive level management.
• Crisis management skills: ability to maintain calm during stressful situations; demonstrate leadership skills under fast-paced, highly dynamic situations, pursue multiple threads at the same time, and drive solutions for complex issues.
• Understanding of software development methodologies and coding standards (CICD).
• Understand ITIL process, experience in Change Management, Incident Management, Problem Management.
• Experience with defining support processes and escalation management.
• BS/MS in Computer Science, Math, or related scientific disciplines.
• Background in Software Development is a plus.
• Experience in AWS is a plus.
• Experience in Incident Management role in large Internet companies is preferred.
• Bilingual English/Mandarin is required to coordinate with internal and external stakeholders.

Why Binance

• Shape the future with the world’s leading blockchain ecosystem.
• Collaborate with world-class talent in a user-centric global organization with a flat structure.
• Tackle unique, fast-paced projects with autonomy in an innovative environment.
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning.
• Competitive salary and company benefits.
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team).

Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success.

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