About the role
US · Europe · APAC · Remote · Full Time · Individual Contributor · +7 Years of Experience
Who We Are At Yuno, we are building the payment infrastructure that allows all companies to participate in the global market. Founded by seasoned experts from the payments and tech industries, our technology provides access to leading payment capabilities, enabling companies to engage customers confidently and maintain global operations through seamless integrations. We empower high-performing teams at brands like InDrive, McDonald’s, Rappi, and Viva Aerobus to integrate over 1,000 payment methods via a single API. By leveraging advanced AI and the latest technologies, we orchestrate smart routing and fraud prevention across 80+ countries.
About
The Role We are hiring a Staff Incident Manager to own the major incident lifecycle end to end. You are the person who takes control when something is broken in production, brings the right people together, drives the response to resolution, and makes sure we are measurably better after every incident than we were before it. This is not a passive coordination role. You set the standard for how Yuno detects, responds to, communicates about, and learns from incidents. You will spend as much time fixing the process as you do running the response. On-call responsibility is core to this role. Yuno's engineering teams run a “You Build It, You Run It” model — pods own their own on-call. The Incident Commander function exists to coordinate cross-domain and Sev-1 events where multiple pods are involved. Your Contribution Will Be Incident command — act as incident commander on major and critical incidents, owning coordination, decision-making cadence, and escalation from detection through resolution; treat merchant transaction impact, PSP and acquirer dependency failures, settlement and reconciliation knock-on effects, and PCI-DSS scope as first-class concerns in every response. Reliability metrics — drive down time to detect, time to engage, and time to recover; own MTTR as a headline metric and the operational discipline behind Yuno's 99.99% uptime target. On-call program — run rotations, escalation policies, paging hygiene, and alert quality; reduce noise so on-call engineers trust their pages. Incident communications — own internal stakeholder alignment during an event and drive clear, accurate merchant-facing updates — including the status page — in coordination with Support and account teams. Postmortems — run blameless postmortems, hold the room to a no-blame standard, and make sure action items are concrete, owned, and tracked to closure. Reliability roadmap — translate recurring incident patterns into reliability work, partnering with engineering teams to turn postmortem findings into roadmap items, not orphaned tickets. Operating model — define and maintain incident severity levels, response runbooks, and the operating model for declaring and managing incidents. Reporting — report on incident trends, reliability posture, and SLA and SLO performance to engineering leadership. Skills You Need Minimum