Incident Operations Commander
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Job Description
Incident Operations Commander directing high-severity response for Alpaca’s API-driven brokerage infrastructure. Coordinating global teams, communications, handoffs and post-incident follow-up.
Responsibilities:
- Command critical incidents end to end from declaration to mitigation.
- Run the incident bridge and keep responders focused on reducing customer and partner impact.
- Classify and reassess incident severity as facts develop.
- Identify, page and escalate the appropriate owning teams and business decision-makers.
- Protect engineering and technical support responders from stakeholder interruptions.
- Serve as the single source of truth for the partner communications team on impact, severity and timing.
- Run high-fidelity follow-the-sun handoffs across regions.
- Maintain an accurate incident timeline during the incident.
- Schedule blameless retrospectives with named owners and timeboxes after mitigation.
- Ensure follow-up actions have accountable owners, priorities, categories and service-level deadlines.
- Identify opportunities to automate incident coordination using decision trees and AI.
- Escalate insufficient postmortem analysis to SRE.
Requirements:
- 4+ years commanding or co-commanding high-severity incidents in a production engineering, SRE or technical operations environment.
- Ability to direct technical responders under pressure without writing the fix.
- Ability to make and defend severity and escalation decisions and take charge without waiting to be asked.
- Ability to read a dashboard and judge whether impact has stopped.
- Clear communication with engineers, executives and partner-facing stakeholders.
- Ability to hold other teams accountable across reporting lines.
- Ability to thrive in a follow-the-sun model with clean cross-region handoffs.
- Understanding of FinTech concepts and the trust stakes of API-driven financial platforms.
- Experience using AI tools and agentic automation to reduce manual toil and speed up response.
- Willingness to work a regional coverage window as part of a global 24x7 Incident Commander roster.
- Formal incident command training such as ITIL, Major Incident Management or crisis management (nice-to-have).
- Experience with modern incident management and on-call platforms (nice-to-have).
- Experience writing severity rubrics, decision trees, escalation matrices, runbooks or incident playbooks (nice-to-have).
- Experience commanding game days, tabletop exercises or incident simulations (nice-to-have).
- Experience partnering with problem management or reliability programme functions (nice-to-have).
- Online securities trading, capital markets or another regulated, market-hours-sensitive domain experience (nice-to-have).
Benefits:
- 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
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