Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 250 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world. 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
