Incident Coordinator

| Chicago
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Who we are

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 305 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom, enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

As the Incident Coordinator within Enterprise & Partner Segment Solutions at PayPal, you will create, own, and drive our Incident Management Process across the entire organization. This includes executing playbooks for outages, ensuring teams follow incident protocols, running point on both internal and external incident communication plans, and creating incident documentation.  

You will: 

  • Execute our Incident Management process and policies across the organization, and ensure they are consistently followed
  • Coordinate internal and external communications during and after incidents
  • Document after incident Postmortem reflection and actions
  • Evaluate and report on overall merchant experience
  • Meet with key stakeholders to understand and identify critical merchant-facing metrics and reporting
  • Work with application owners to establish SLAs and identify and track recurring issues
  • Work with application owners to document standardized playbooks for handling common incident scenarios
  • Work closely with our Site Reliability Engineers to monitor and report on service availability 
  • Collaborate with Site Reliability Engineers in the design of alerting and monitoring dashboards for our Payment Platform 

What we look for in you

  • Exceptional written and verbal communication; your day-to-day involves communicating problems with a wide audience. You should feel confident working with frontline teammates, executives, enterprise merchants, and everyone in between
  • Coordination; you can confidently navigate multiple communication channels to aggregate information and coordinate collaborative action across an organization
  • Responsibility and focus; Comfortable with being a single point of contact during an incident. Respecting the responsibility of communicating effectively while maintaining and driving focus on resolution.
  • Process-driven; you love coming up with a process and finding ways to continuously refine it as business needs change
  • Flexible; you understand that issues can occur at any point, so availability, particularly during off-hours, is crucial
  • Data driven problem solver; you interpret metrics to ensure we’re living up to our commitment to merchants. You use this data to proactively seek answers to the unanswered questions.
  • Organizer extraordinaire; you love using tools to help solve problems, color coding and alphabetizing is your middle name, and taking notes is a favorite past time
  • Technophile; you feel passionately about technology, you’re routinely the tech resource for your family and friends, and you have a strong desire to continuously learn about technical issues and systems, particularly as it relates to system monitoring and metrics 
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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ClojureLanguages
    • RustLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • DropwizardFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • S3Databases

Location

222 Merchandise Mart Plaza, Chicago, IL 60654

An Insider's view of Braintree

What projects are you most excited about?

Braintree is committed to continual improvement in the areas of D&I. We do this by emphasizing our values of Ask Why, Care A Lot, and Solve Together, Ensuring D&I is an ongoing conversation at all levels of the company, offering company-wide D&I trainings, and supporting employee developed events.

Anna Johnson

Diversity & Inclusion Program Manager

How do you empower your team to be more creative?

Working on internal products, I have a direct feedback channel to my teammates, to help fix things when they aren't quite right. Seeing this multiplier effect in action, seeing how it unlocks my teammates to new productive ends, is extremely satisfying.

Andrew Harris

Software Engineer

What are Braintree Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Acme Co. provides Backup child care assistance.
Generous Parental Leave
Family Medical Leave
Adoption Assistance
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
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