Incident Manager

at  Binance

Incident Manager
Binance is the leading global blockchain ecosystem and cryptocurrency infrastructure provider whose suite of financial products includes the world’s largest digital-asset exchange.
Our mission is to accelerate cryptocurrency adoption and increase the freedom of money.
If you’re looking for a fast-paced, mission-driven organization where opportunities to learn and excel are endless, then Binance is the place for you.
We are looking for a talented Incident Manager to join our TechOps team.
This is a pretty broad role that will involve investigating and resolving Major Incidents with the corresponding Tech and non-Tech teams to functioning of our ecosystem (Binance.com, Mobile Apps, etc), and 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 in UTC to UTC+8.

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 skill, must be technically literate and be able to articulate technical issues in a meaningful way to both engineers and executive level management
• Crisis management skill: 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 solution 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 process 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 be able to coordinate with internal and external stakeholders

• 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 handling urgent escalation from external or internal customers or users in a production environment with high-volume of transaction trafficWork closely with product and DEV teams, and participate and
• up in iteration, release and roadmap planning timely