The Senior Incident Manager leads incident response for technology issues at Varo Bank, ensuring effective communication, coordination, and resolution across teams and vendors.
Varo is an entirely new kind of bank. All digital, mission-driven, FDIC insured and designed for the way our customers live their lives. A bank for all of us.
The Senior Incident Manager is responsible for leading the response to major technology and service incidents that affect customers. This role owns the full incident management process across the Varo bank. It sets the rules of engagement with internal teams and with external partners such as Amazon Web Services Incident Detection and Response and other managed service providers. All customer impacting incidents must follow one process with one severity model, one communication flow, and one incident commander, regardless of where the alert originates.
The Senior Incident Manager ensures early detection, fast triage, clear communication, and complete follow up. This person will improve resiliency, reduce repeat incidents, and help protect customers and the bank.
What you'll be doing
- Incident Command and Coordination: Act as the Incident Commander during major incidents, leading the incident bridge, assigning actions, and coordinating all involved teams (engineering, operations, security, and vendors) to drive timely resolution
- Unified Process Ownership: Own the entire incident management lifecycle, ensuring all incidents strictly follow a single workflow, communication path, and severity model from detection to recovery and closure
- Structured Handoffs: Guarantee that all handoffs between shifts and different teams are documented, clear, and complete to maintain continuity and prevent information loss
- Vendor Rules of Engagement: Define and maintain clear rules of engagement with all external partners (like AWS Incident Detection and Response), specifying incident opening criteria, escalation paths, and the definitive process for control transfer back to internal teams
- Centralized Communication: Prevent external partners from running parallel bridges or communication paths; mandate that all parties work exclusively through the designated Incident Commander and one coordinated channel.
- Internal and External Communication: Deliver short, clear, and factual internal updates focused on impact and next steps, while also coordinating with customer support, marketing, and compliance teams for timely and accurate external and executive communications
- Post-Incident Analysis and Prevention: Lead comprehensive post-incident reviews to document root cause, impact, and contributing factors, and diligently track all corrective and preventive actions to completion, actively seeking out and pushing for lasting fixes to repeating patterns
You'll bring the following required skills and experiences
- Experience & Incident Command: Minimum of 5+ years of experience in Incident Management, Site Reliability Engineering, Operations, or related roles, including demonstrated experience as an Incident Commander for major incidents
- Post-Incident Leadership: Proven ability to lead post-incident reviews and effectively drive all follow-up corrective actions to completion
- Domain Expertise (Frameworks): Strong understanding of incident management frameworks tailored for real-time digital banking or high-availability digital services
- Technical Knowledge (Infrastructure): Good understanding of cloud infrastructure (e.g., AWS), APIs, microservices, and networking concepts
- Domain Expertise (Banking/Services): Familiarity with core digital banking functions such as login, authentication, payment processing, and transaction journeys
- Communication & Availability: Strong writing and communication skills combined with the ability to support off-hours incidents or participate in a 24/7 rotation
- Education & Certifications: A Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent experience. Relevant certifications (e.g., AWS Cloud Practitioner, ITIL) are a plus but not required
We recognize not everyone will have all of these requirements. If you meet most of the criteria above and you’re excited about the opportunity and willing to learn, we’d love to hear from you!
About Varo
Varo launched in 2017 with the vision to bring the best of fintech into the regulated banking system. We’re a new kind of bank – all-digital, mission-driven, FDIC-insured, and designed around the modern American consumer.
As the first consumer fintech to be granted a national bank charter in 2020, we make financial inclusion and opportunity for all a reality by empowering everyone with the products, insights, and support they need to get ahead. Through our core product offerings and suite of customer-first features, we aim to address a broad range of consumer needs while profitably serving underserved communities that have been historically excluded from the traditional financial system.
Learn more about Varo by following us:
Facebook - https://www.facebook.com/varomoney
Instagram - www.instagram.com/varobank
LinkedIn - https://www.linkedin.com/company/varobank
Varo is an equal opportunity employer. Varo embraces diversity and we are committed to building teams that represent a variety of backgrounds, perspectives, and skills. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Beware of fraudulent job postings!
Varo will never ask for payment to process documents, refer you to a third party to process applications or visas, or ask you to pay costs. Never send money to anyone suggesting they can provide work with Varo. If you suspect you have received a phony offer, please e-mail [email protected] with the pertinent information and contact information.
CCPA Notice at Collection for California Employees and Applicants:
https://www.varomoney.com/privacy-legal/
Top Skills
APIs
AWS
Cloud Infrastructure
Microservices
Varo Bank Charlotte, North Carolina, USA Office
Charlotte, NC, United States
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