Incident Manager

Reporting to the Director of Incident Management, the Incident Manager will play a critical role in ensuring the smooth and efficient handling of incidents within our fintech platform. Your primary focus will be on incident communication and continuous improvement, and you will work collaboratively with leaders, engineering managers, and engineers across the organization to drive incident resolution and enhance our incident response processes. 

The Incident Management team is made up of diverse, agile-thinking, and highly-skilled professionals; we use our combined capabilities to enable the organization with innovation, speed, agility, scalability and efficiency. Bringing an innovative, high tech, modern and inspiring approach that helps to align employees with Marqeta’s vision, fun culture and business strategy is essential. 

The team is looking for an experienced and highly motivated Incident Manager to join our dynamic group. As the Incident Manager, you will play a critical role in ensuring the smooth and efficient handling of incidents within our platform. Your primary focus will be on incident communication and continuous improvement. you will work collaboratively with leaders, engineering managers, and engineers across the organization to drive incident resolution and enhance our incident response processes.

The successful candidate possesses a passion for resolving incidents 

The impact you'll have

• Incident Communication
  • Lead incident communication efforts, ensuring timely and accurate updates to stakeholders, customers, and internal teams.
  •  Craft clear and concise incident reports, post-mortems, and status updates.
  •  Develop and maintain incident communication templates and guidelines.
• Incident Management
  • Coordinate collaboration and reporting on incident response activities
  • Maintain accurate paging structure, incident manager training program, rotational schedule of incident managers, and accurate list of designated incident commanders who can make technical decisioning on how to triage the incident
  • Coordinate and facilitate incident response efforts, acting as a central point of contact during incidents.
  • Collaborate with cross-functional teams to prioritize and resolve incidents promptly.
  • Monitor incident progress and escalate as necessary to ensure resolution.
• Continuous Improvement
  • Develop standardized processes and templates for communicating the status and results of incidents
  • Manage post-mortem and after-action review meetings and reporting
  • Ensure any residual risks/issues post-incident are provided to the Risk Management service for tracking until remediated
  • Drive continuous improvement initiatives related to incident management processes, tools, and procedures.
  • Conduct post-incident reviews to identify root causes and recommend preventive actions.
  • Work closely with engineering teams to implement corrective and preventive measures.
• Cross-Functional Collaboration
  • Collaborate with leaders, engineering managers, and engineers to enhance incident response capabilities.
  • Foster a culture of incident awareness and accountability across the organization.
• Documentation and Training
  • Maintain incident-related documentation, including incident response playbooks and knowledge base articles.
  • Provide training and guidance to teams on incident management best practices.

Who you are 

• Proven experience in incident management within a technology or fintech environment.
• Strong communication and interpersonal skills, with the ability to convey technical information to both technical and non-technical audiences.
• Excellent problem-solving and critical-thinking abilities.
• Familiarity with incident management tools (PagerDuty, JIRA, Slack) and methodologies.
• Ability to work effectively in a fast-paced, cross-functional team environment.
• Strong organizational skills with attention to detail.
• Experience in fintech is preferred
• Bachelor’s degree or equivalent experience. Master’s degree is a plus.
• Startup/high growth company experience with a proven track record of thriving in high-performing teams and fast-paced environments. 

Compensation and Benefits

Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. 

When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in CAD, is: 85,400 - 106,800.

We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.

Along with monetary compensation, Marqeta offers

• Multiple health insurance options
• Flexible time off – take what you need
• Retirement savings program with company contribution
• Equity in a publicly-traded company 
• Monthly stipend to support our remote work model
• Annual “development dollars” to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave

About Marqeta

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that.  This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

Marqeta’s Values

– Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.

– Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.

– Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.

– Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.

– Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.

Equal Employment Opportunity, Accommodations and Privacy 

Marqeta is proud to be an equal opportunity employer that gives consideration to all qualified applicants regardless of race, ancestry, national  origin, color, Indigenous, citizenship, religion/creed, sex, sexual orientation, gender identity, gender expression marital status, family status, disability, veteran status, criminal histories consistent with legal requirements, or any other characteristic protected by applicable law. 

Our dedication to diversity and inclusion extends beyond the categories above. Review Marqeta’s ESG Report to see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at Marqeta. We celebrate the unique contributions of each individual and empower all members of our organization. Join us in building a company where diversity thrives and everyone can be their authentic selves.

If you require reasonable accommodation for the application process and beyond (including due to a disability), please submit this form and we will be more than happy to assist you. Marqeta will make reasonable accommodations for candidates when needed in accordance with applicable law. The Applicant and Candidate Privacy Notice applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.