SRE Critical Incident Manager

Omaha, Nebraska, United States (on-site)
8 days ago


At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.

Job Description Summary:
What you need to know about the role:
The SRE Critical Incident Manager's responsibility is to drive teams to engage, triage, and resolve critical incidents quickly and efficiently, and use the knowledge gained to enhance PYPL reliability & quality site-wide.

***Please note this position is a 12hrs/day shift-based role for second half of the calendar week.***
•Shift hours are 7:30am-7:30pm MST
•Work week is alternating Wednesdays & every Thursday through Saturday

Meet our team:
PayPal's Production Reliability Engineering & Operations organization is seeking a highly motivated individual to join the SRE Critical Incident Management team. In this position, you will facilitate mitigation for critical LIVE site incidents by coordinating the efforts of global cross-functional teams through our incident management process.
Job Description:

Your day to day:
  • Influence and motivate teams across a diverse set of vertical domains and geographic locations to ensure customer and merchant incidents are addressed rapidly and efficiently so that our software applications are available and functional 24x7x365.
  • Work with senior management in the event of issue escalation.
  • Provide clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time-to-fix for these incidents on a timely basis.
  • Ensure appropriate monitoring is in place for reliable operations of all applications and initiate corrective action plans when appropriate.
  • Document incident information in the incident management system and ensure data is accurate, and complete. Doing so will help you identify incident and data trends (including gaps and inaccuracies) through normal course of incident management.
  • Provide informal incident process and requirement training to cross-functional teams, as needed, to support consistent incident management execution.
  • Strive to maintain SLA adherence and continuously improve service level KPIs.

What you need to bring:
  • Strong leadership abilities; must have customer focus and commitment to quality.
  • Must have great interpersonal skills; solid communication skills, written and verbal.
  • Ability to remain composed, methodical, and think fast in a high-pressure environment.
  • Experience in managing, collaborating, and influencing global teams.
  • Must be organized, detail-oriented, and able to manage multiple tasks simultaneously with the ability to appropriately prioritize.
  • Strong decision making and problem-solving skills.
  • Five or more years of experience with Major Incident Management, Program Management or related Incident Command processes.
  • Bachelor's degree in Computer Science, a related SRE technical field, or relevant equivalent industry experience.

**We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.

Travel Percent:

Our Benefits:
At PayPal, we're committed to building an equitable and inclusive global economy. And we can't do this without our most important asset-you. That's why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit

Who We Are:
Click Here to learn more about our culture and community.

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at .

As part of PayPal's commitment to employees' health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.

Job Information

  • Job ID: 66912787
  • Workplace Type: On-Site
  • Location:
    Omaha, Nebraska, United States
  • Company Name For Job: Paypal
  • Position Title: SRE Critical Incident Manager
  • Job Function: Other
  • Job Type: Full-Time

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 325 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic par...

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