Wise is one the fastest growing companies in Europe and we’re on a mission: to make money without borders the new normal. We’ve got 15 million customers across the globe and we’re growing. Fast.
Current banking systems don't let us send, spend or receive money across borders easily. Or quickly. Or cheaply.
So, we’re building a new one.
To support the continued growth of our business Wise now is looking for a Reliability Operations manager to ensure our incident management framework is working effectively.
Wise is a mission lead business and we think our mission is a pretty good one, it puts our customers at the heart of everything we do. A key aspect of this mission is convenience and an unreliable product is not convenient. Product reliability is fundamental for us to achieve our mission.
In support of this mission we have adopted an incident management approach that supports teams moving quickly with full accountability for fixing things when they break. Because of this most incidents are managed inside teams using a shared company framework. This framework includes tooling, methodologies and processes that ensure incidents are managed and reported correctly. For major issues we also have a Major Incident Manager (MiM) cross team rota. This rota is staffed by a mix of Wisers who are deeply familiar with our incident management frameworks and drilled in running an incident.
The framework we use to manage all aspects of incident management is owned by our Service Reliability Engineering team so this role will work closely with that team. This role reports into the engineering operations organisation but is expected to work across the entire business.
This individual will work with other stakeholders to ensure the framework is comprehensive and make improvement as needed. In support of this the service reliability manager will track and report on overall performance of the framework.
The successful candidate will not be actively involved in managing incidents or writing post-incident analysis and plans but instead they are responsible for ensuring Wisers know what to do before an incident, that they do what is expected during an incident and make sure Wisers have learnt from any incidents that occur.
The individual will support reliability focused cross team rotas and their rituals and lead making any changes as needed.
This role is expected to be highly autonomous and self prioritising, as a result requires excellent communication skills and experience in senior stakeholder management.
The individual will have strong foundational knowledge in incident and incident management either gained in an technical, operational or program/project role. Experience or knowledge of common industry standards like ITIL is desirable but not essential.
Interested? Find out more:
How we work – a practical guide
Wise Vlogs: Omar, Engineering Lead
Scaling our Infrastructure; how we make it work
We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.
Also, qualifications aren’t that important to us. If you’ve got great experience, and you’re great at articulating your thinking, we’d like to hear from you.
And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.
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