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

• 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.

• 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.

• 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.

• 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).