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.

Responsibilities:

• 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 traffic
• Work closely with product and DEV teams, and participate and follow up in iteration, release and roadmap planning timely

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

Working at Binance• Be a part of the world’s leading blockchain ecosystem that continues to grow and offers excellent career development opportunities• Work alongside diverse, world-class talent in an environment where learning and growth opportunities are endless• Tackle fast-paced, challenging and unique projects• Work in a truly global organization, with international teams and a flat organizational structure• Competitive salary and benefits• Flexible working hours, remote-first, and casual work attireLearn more about how Binancians embody the organization’s core values, creating a unified culture that enables collaboration, excellence, and growth. Apply today to be a part of the Web3 revolution! Binance is committed to being an equal opportunity employer. We believe that having a diverse workforce is fundamental to our success. By submitting a job application, you confirm that you have read and agree to our Candidate Privacy Notice.

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