About the Job:
Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. Trusted by over 250 million people in over 100 countries, Binance offers industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Our offerings range from trading and finance to education, research, payments, institutional services, and Web3 features. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem, advancing the freedom of money and improving financial access worldwide.
We are looking for a talented Incident Manager to join our TechOps team. This broad role will involve investigating and resolving major incidents in cooperation with various Tech and non-Tech teams, ensuring the proper functioning of our ecosystem (Binance.com, Mobile Apps, etc.). The incident manager will work closely with Customer Support, internal Dev/Infra teams, and Communication/PR, among others.
Responsibilities:
- Lead and drive major incidents towards mitigation and resolution with multiple counterparts.
- Effectively coordinate production incident resolution across several teams.
- Provide excellent incident communication to stakeholders.
- Lead and/or participate in Post Incident Review and Problem Management meetings to enhance ongoing improvement efforts.
- Work within a global shift rotation, covering local day-time hours, including holidays and weekends.
- Continuously seek automation and improvement opportunities for Incident Management processes and tools.
- Provide technical support and handle urgent escalations from customers or users in a high-traffic production environment.
- Collaborate closely with product and DEV teams, ensuring timely participation in iteration, release, and roadmap planning.
Requirements:
- 5+ years of experience in similar roles (e.g., Incident Manager, Technical Escalation Engineer).
- Strong analytical and problem-solving capabilities.
- Technology experience in Unix/Linux with shell scripting, and databases (Oracle, MySQL).
- Familiarity with HTTP protocol, JavaScript, RESTful, JSON, Web Services, TCP/IP, and Linux/Unix.
- Critical communication skills with the ability to articulate technical issues to both engineering teams and executive management.
- Crisis management skills with the ability to maintain calm and demonstrate leadership under stress.
- Understanding of software development methodologies and coding standards (CICD).
- Familiarity with ITIL processes, including Change Management, Incident Management, and Problem Management.
- Experience with support processes and escalation management.
- A BS/MS in Computer Science, Math, or related discipline.
- A background in Software Development is a plus, as is experience with AWS and in an Incident Management role at large Internet companies.
- Language Requirement: Bilingual in English and Mandarin is required for coordination with stakeholders.
Why Binance:
- Shape the future with the world’s leading blockchain ecosystem.
- Collaborate with world-class talent in a user-centric global organization with a flat structure.
- Tackle unique, fast-paced projects with autonomy in an innovative environment.
- Thrive in a results-driven workplace with opportunities for career growth and continuous learning.
- Competitive salary and company benefits.
- Potential work-from-home arrangements depending on team needs.
Binance is committed to being an equal opportunity employer and believes that a diverse workforce is fundamental to our success.
