Technical Incident Manager

About this role

At Chime, we unite everyday people to unlock their financial progress. To do this we need systems that are highly resilient and available and human & technical systems. That’s where you come in. You will be an early member of our growing Technical Incident Response team to help Chime improve our readiness, response and drive organizational change from incidents.

As a Senior Technical Incident Manager, you have two responsibilities:

• Participate in a First Responder Program providing Incident Coordinator skills when on call.
• Lead our Learning From Incidents / Incident Review program including conducting regular incident analysis of high severity of otherwise tricky incidents.

Chime is a collaborative environment where you will need to lead through influence, listen to your customers, and empathize with what they need in their roles.

The base salary offered for this role and level of experience will begin at $157,590 and up to $218,900. Full-time employees are also eligible for a bonus, competitive equity package, and benefits. The actual base salary offered may be higher, depending on your location, skills, qualifications, and experience.

In this role, you can expect to:

• Run our Learning From Incidents Program both raising the quality of incident reviews conducted by many Chimers, and lead by example in doing the reviews for major incidents. 
• Participate in our primary first responder program as an Incident Coordinator. 
• Make the organization more effective through thoughtful & pragmatic application of useful tools, patterns, and process
• Interface and collaborate with all of our Engineering, Product teams in addition to a wide range of teams through Chime. 
• Work across Chime to develop and articulate a vision of healthy, empathic and balanced response culture.

To thrive in this role, you have:

• Been a first responder in an On Call environment for 3+ years. Or, extensive experience as functional on call (eg Engineering rotation). During this time you have led, coordinated or played major roles in high severity outages.
• 1+ Year of experience conducting technical incident analysis and facilitating learning reviews with multiple partners. In analysis, you have driven learning and change by looking deeper than single root causes, and focused on understanding multiple diverse perspectives to build incident narratives
• Ideal but not required: Experience using Incident Analysis tools (like Jeli.io) and familiarity with their Howie Guide.
• Experience using common engineering insights tools (eg DataDog, PagerDuty etc) to understand how an incident occurred.
• Experience partnering with Eng teams leading and driving technical discussions. While this may include having been an Engineer, this is not required.
• Strong communication skills including developing training materials and VP level presentations.

A little about us

At Chime, we believe that everyone can achieve financial progress. We created Chime—a financial technology company, not a bank*—on the premise that basic banking services should be helpful, transparent, and free. Through our user-friendly tools and intuitive platforms, we empower our members to take control of their finances and work towards their goals. Whether it's starting a savings account, purchasing a first car or home, launching a business, or pursuing higher education, we're proud to have helped millions unlock their financial potential.

We're a team of problem solvers, dreamers, and builders with one shared obsession: our members. From day one, Chimers have worked tirelessly to out-hustle and out-execute competitors to bring our mission to life. Their grit and determination inspire us to work harder every day to deliver the very best experience possible. We each bring an owner's mindset to our work, refusing to be outdone and holding ourselves accountable to meet and exceed the highest bars for our teams, our company, and our members.

We believe in being bold, dreaming big, and taking risks, while also working together, embracing our diverse perspectives, and giving each other honest feedback. Our culture remains deeply entrepreneurial, encouraging every Chimer to see themselves as stewards of our mission to help everyday Americans unlock their financial progress. 

We know that to achieve our mission, we must earn and keep people's trust—so we hold ourselves to the highest standards of integrity in everything we do. These aren't just words on a wall—our values are embedded in every aspect of our business, serving as a north star that guides us as we work to help millions achieve their financial potential.

Because if we don't—who will?

*Chime is a financial technology company, not a bank. Banking services provided by The Bancorp Bank, N.A. or Stride Bank, N.A., Members FDIC.

What we offer

• 🏢 A thoughtful hybrid work policy that combines in-office days and trips to team and company-wide events depending on location to ensure you stay connected to your work and teammates, whether you’re local to one of our offices or remote
• 💻 Hybrid work perks like backup child, elder and/or pet care, as well as a subsidized commuter benefit
• 💰 Competitive salary based on experience
• ✨ 401k match plus great medical, dental, vision, life, and disability benefits
• 🏝 Generous vacation policy and company-wide Chime Days, bonus company-wide paid days off 
• 🫂 1% of your time off to support local community organizations of your choice
• 👟 Annual wellness stipend to use towards eligible wellness related expenses
• 👶 Up to 24 weeks of paid parental leave for birthing parents and 12 weeks of paid parental leave for non-birthing parents
• 👪 Access to Maven, a family planning tool, with $15k lifetime reimbursement for egg freezing, fertility treatments, adoption, and more.
• 🎉 In-person and virtual events to connect with your fellow Chimers—think cooking classes, guided meditations, music festivals, mixology classes, paint nights, etc., and delicious snack boxes, too!
• 💚 A challenging and fulfilling opportunity to join one of the most experienced teams in FinTech and help millions unlock financial progress

We know that great work can’t be done without a diverse team and inclusive environment. That’s why we specifically look for individuals of varying strengths, skills, backgrounds, and ideas to join our team. We believe this gives us a competitive advantage to better serve our members and helps us all grow as Chimers and individuals.

We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. Chime is proud to be an Equal Opportunity Employer and will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, Cook County Ordinance, and consistent with Canadian provincial and federal laws. If you have a disability or special need that requires accommodation, please let us know. 

To learn more about how Chime collects and uses your personal information during the application process, please see the Chime Applicant Privacy Notice. 

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