Senior Incident Coordinator

Systems fail at 2am. Traders don't stop trading because it's 2am. We're not hiring someone to update a ticket when that happens — we're hiring the person who owns the room until it's fixed, and owns the fix until it can't happen the same way twice. * * * **Why This Matters** Deriv's mission is Trading for Anyone, Anywhere, Anytime. That means production has to hold up across time zones, regulatory regimes, and market hours that never fully close. When it doesn't, the gap between "someone noticed" and "it's resolved, understood, and documented" is where trust is won or lost. We're not building incident management as paperwork. We're building it as an AI-assisted discipline: log correlation, pattern detection, and draft summaries generated in seconds so you spend your energy on judgment calls, not on typing timelines by hand. * * * **Why Deriv** We already run incidents this way, not the old way. - AI-assisted tooling correlates logs and monitoring signals during live incidents instead of engineers grepping dashboards under pressure - Incident summaries and trend reports are AI-generated first drafts, refined by the people who actually understand the systemic pattern - Problem-management actions get tracked to closure, not filed and forgotten — recurring outages are a process failure, not bad luck You'll extend an incident practice that's already treating reliability as an engineering discipline, not a fire brigade. We share what we learn. [Deriv](https://derivai.substack.com) is where we write about what we're building, what breaks, and what we figure out the hard way. * * * **What You’ll Do** **Run the incident, not just log it** - Lead response to critical and major IT incidents from declaration to resolution - Make the triage calls that matter — what's the blast radius, who needs to be on the bridge, when does this get escalated - Keep technical and non-technical stakeholders on the same page while the situation is still moving **Make the aftermath count** - Lead post-incident reviews built around what changes, not who's to blame - Track every resulting action to actual closure — an open action item six months later is a failure of this role, not a footnote - Turn incident data into trend reporting that tells leadership something real about reliability posture, not just a count of tickets closed **Use AI as your second pair of hands under pressure** - Correlate logs and monitoring signals with AI-assisted tooling instead of manually cross-referencing dashboards mid-incident - Generate incident summaries and spot recurring patterns faster than a manual review ever could - Apply this the same way to problem and change management, so every action stays auditable and repeatable **Build the muscle that outlasts any single incident** - Maintain and sharpen runbooks, escalation paths, and documentation as living infrastructure, not static PDFs - Mentor junior team members in incident handling, calm communication under pressure, and the process discipline that makes incidents boring instead of chaotic * * * **Who You Are** **You've been the person on the bridge before** - 4+ years in incident management, ITSM, or production operations, including time actually coordinating live incidents — not just attending them. **You make good calls with incomplete information** - Blast radius, escalation path, who needs to be in the room right now — you decide, you own the outcome, and you can explain your reasoning to a peer or a VP with the same clarity. **You write and speak clearly when everyone else is stressed** - You can translate "the database is falling over" into something a non-technical exec can act on, in real time, without losing precision. **You treat ITIL as discipline, not paperwork** - Incident, problem, and change management practices that are auditable and repeatable — because "we fixed it" isn't good enough without a trail showing how and why. **You reach for AI tooling by default, not as a last resort** - You already use AI…