Who We Are

Addepar’s mission is to bring data, technology and people together to help investors make more informed and timely investment decisions. Our wealth management platform is transforming the fintech industry by providing data aggregation, analytics and reporting for even the most complex investment portfolios. Here, your voice matters. We believe that portfolio, market and client insights can make a significant and sustainable impact, one person and one community at a time. Working at the intersection of groundbreaking technology and limitless financial services industry growth, we are optimizing how capital is put to work.

The Role

We are currently seeking a Critical Incident Manager to join our 24x7 Critical Incident Response Team (CIRT).   

The CIRT is responsible for ensuring the rapid response to major incidents around the clock  that impact our operations; as a member of the CIRT you will be expected to engage and own the resolution of major incidents across a wide breadth of technologies working with industry leading engineers to enact resolutions to production impacting incidents in the most rapid way possible.

You will take part in forming, designing processes for and manning a world leading Incident response team where your input can and will direct process changes and improvements to how we work in the future.

You should be able to work in a ‘Hurry up and wait’ environment, to utilize time between incident events to engage within the organization to proactively work towards incident prevention via data analysis and actively working with engineering and release teams.

Post incident you will be responsible for carrying out a post mortem review of the event, identifying the instigating event, the resolving action and creating actions to remediate any outstanding issues and producing a Kappa report post incident.

This is a 24 x 7 x 365 scheduled position, there will be a requirement for 24 hour shift patterns including public holidays.

What You’ll Do

  • Take part in a 24x7 Incident Management service for the effective and timely reporting of active or imminently business/service impacting incidents. 
  • Lead incident resolution activities including conference calls and via Chat (Slack) functions.
  • Constantly be searching for risks to the environment and working with the relevant teams to mitigate them.
  • Collaborate with internal teams to design and improve incident triage process and responses.
  • Design and Utilize standard processes for the identification, engagement and mobilization of required incident recovery stakeholders and resources. 
  • Provide dedicated and experienced Incident Management skills to ascertain accurate incident impact and manage incident recovery plans in a structured and timely manner. 
  • Document key aspects of the incident lifecycle, including timeline, decisions made, incident participant, statements provided and actions taken. 
  • Provide consistent, accurate and timely stakeholder communication and incident ticket administration for all managed incidents. 
  • Create Kappa presentation post incident containing RCA investigations and future preventative actions including initial Problem Management activities directly post incident.
  • Providing a consistent interface into the main Problem Management process and function.

Who You Are

  • The ideal candidate should have demonstrable experience in managing Critical IT incidents in a large organization.
  • You should be able to demonstrate an understanding of IT operations in a busy high demand environment ideally from a production support perspective.
  • You should have extensive experience in an incident operations role with experience in rapid triage/response/engagement process and be able to articulate suspected cause with supporting verbal evidence.
  • Must have a ‘Technologists’ (IT as Systems) viewpoint on IT services as opposed to an Engineering view (System as IT) able to display an understanding of general technology as opposed to siloed understanding
  • 6+ years of experience in any IT support role, with time spent in an incident commander position.
  •  Ability to craft a message and select the correct terminology to use, and the ability to ‘translate’ technical language to non-technical users.
  • While we are not an ITIL ‘Shop’ you should have an understanding of and be able to perform the core trinity of Problem, Change and Incident disciplines, be able to identify and support RCA determinations and be able to conduct fact finding investigations.
  • Someone who takes pride in taking on challenges offered in IT Support and relishes the resolve of major incidents.

About Addepar

Addepar was founded in 2009 by Palantir co-founder Joe Lonsdale, who currently serves as an active Chairman of its Board of Directors and General Partner at 8VC. Addepar works with hundreds of leading financial advisors, family offices and large financial institutions that manage data for over $3 trillion of assets on the company's platform. Addepar was named a Forbes Fintech 50 company and honored as a member of the CB Insights Fintech 250. Addepar is headquartered in Silicon Valley and has offices in New York City,  Salt Lake City and Edinburgh, Scotland.

At Addepar, we are driven by our core values:

  • Take Action - We believe in empowering each other to make decisions that elevate our colleagues and our communities.
  • Build Together - We celebrate success by recognizing the value of collaborating with each other, our clients and partners.
  • Best Ideas Win - We welcome new ideas that inspire change.
  • Demand Transparency - We encourage open discussion and information-sharing to strengthen communication across organizations.
  • Solve Problems that Matter - We put our community of clients and partners first by creating technology that meets their needs today

In addition to our core values, Addepar is proud to be an equal opportunity employer. We seek to bring together diverse ideas, experiences, skill sets, perspectives, backgrounds and identities to drive innovative solutions. We commit to promoting a welcoming environment where inclusion and belonging are held as a shared responsibility.

To ensure the health and safety of all Addepeeps and our prospective candidates, we have instituted a virtual interview and onboarding experience.

Unfortunately, at this time we cannot accept Colorado applicants.

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