Incident Operations Engineer

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

Role Purpose

As an Incident Operations Engineer, you will support the day-to-day execution of Wise’s incident management processes. This is an exciting opportunity for someone eager to learn how a global fintech handles service disruptions. You will act as the "control room" for incidents, ensuring technical teams are connected, stakeholders are updated, and every lesson learned is documented as well as people leading a small team of engineers. 

Key Responsibilities

1. Incident & Problem Support

Incident Facilitation: Support the coordination of active incidents by opening communication channels (Slack/GoogleMeet), ensuring the correct on-call engineers are available, and assisting with the documenting of the incident in real time.

Post-Incident Administration: Assist in creation and completion of post-mortem meetings and ensure that action items from these sessions are correctly logged in our tracking tools.

Problem Management: Help track recurring issues and follow up with engineering teams to ensure long-term fixes are progressing.

2. Process & Documentation

Record Keeping: Ensure all incident data is accurately captured for regulatory and compliance purposes.

Runbook Maintenance: Help the team keep internal documentation and "how-to" guides up to date as our systems and processes evolve.

Tooling Support: Learn to use and help maintain our incident response tools (e.g., Rootly, Jira, Slack) to ensure they are ready when an issue occurs.
 

3. Data & Reporting

Metric Gathering: Assist in pulling data for weekly or monthly incident reports, helping the team identify trends in service reliability.

Stakeholder Updates: Draft clear, concise status updates during and after incidents to keep the wider business informed.

4. Technical Skills Expectations

Tool Familiarity: Exposure to or a willingness to quickly learn standard DevOps/SRE tooling (e.g., monitoring systems, ticketing systems like Jira, communication platforms like Slack).

Basic Troubleshooting: The ability to follow technical instructions and assist engineers by performing basic diagnostic steps during an incident (e.g., checking logs, verifying service status).

Qualifications

Entry-Level or Transitioning: You may be a first-line support analyst with an interest in engineering looking to move further into the engineering workspace in the future, or a recent graduate with a passion for how systems work.

Communication: Strong written and verbal skills are essential. You must be able to stay calm under pressure and relay information clearly.

Organisation: High attention to detail; you enjoy creating order out of chaos and ensuring "the paperwork" is done right.

Eagerness to Learn: A basic understanding of ITIL is a plus, but a willingness to learn our frameworks is more important.

Analytical Mindset: You enjoy looking at data to see what happened and why.

Additional Information

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.