Director Incident Response Management in Chandler at PayPal

Date Posted: 6/29/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Chandler
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    6/29/2019
  • Job ID:
    R0041954

Job Description

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 277 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.

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 210 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. Business Title: Director Incident Response Management, First Line of Defense COE Job Description: Within the First Line of Defense Center of Excellence Team (FLOD COE), our vision is a culture of risk awareness and execution, with a comprehensive understanding of our operational processes through strong partnerships across the business that allow us to proactively identify and minimize threats, vulnerabilities, and risks to help make PayPal a great and enduring company. This position is part of the FLOD COE Organization’s Resiliency & Incident Management team. The ideal candidate will have experience in a FLOD or SLOD role, excellent organization skills, interpersonal skills, communication, and leadership skills. The candidate must be a strategic thinker who is naturally agile and flexible in fast-changing and ambiguous situations. This individual must have a strong working knowledge of the overall PayPal technologies and the technical environment, business continuity and emergency response, with the ability to articulate the best practices to assist in the leading of Incident resolution. This requires an individual who possesses our core competencies with deep skillset knowledge to drive a program that will define and deliver risk management excellence. Strong experience and a thought leader that embraces and displays best practices with a passion to coach, train, strategize, implement, and delivers results that continuously improve incident management processes and outcomes. The Director will be responsible for the day-to-day response, consulting and advise to all organizations within the enterprise to ensure proper implementation of the incident response framework controls and execution of their incident processes. Acts as both a technical and managerial escalation point for critical incidents and classification review. Ensures the lifecycle of critical events are completed, as well as the training of supporting cross-functional response team and process framework. The Director is a proven subject matter expert and is both a tactical and strategic visionary that champions a risk awareness culture that can embrace and execute best practices to respond to critical incidents impacting the operation and consumer, and quickly stabilize to restore operations to pre-incident service levels and correct customers and merchants accounts. Understanding of leading industry incident management and command practices such as or similar to FEMA/DHS National Incident Management System for emergency and business continuity and deploying ITIL 4V for technology disruptions. Must be able to cultivate close working relationships across the organization’s Local and Regional Incident Management Teams, IT SRE and MIMS teams, and Second Line of Defense. This leader will play a critical leadership role in developing/facilitating response teams in infrastructure and software engineering, security, merchant/consumer products, customer support, legal, human resources, compliance, public relations, public relations, and implementing the First Line of Defense activities focused on immediately stabilizing critical incidents that disrupt the business and impact merchants and customers. Must possess global leadership skills to influence senior leaders in every PayPal functional area and consult with leaders on best practices to lead matrix incident teams, has exceptional relationship building soft skills and who can interact successfully at all levels of the company, from individual contributors to executive management.

  • Develops an Incident Management Response Community to foster best practice, standards and framework adoption across functional incident management teams
  • Develops a team with strong working knowledge of the overall PayPal technologies and the technical environment, drives continuity of operations with business continuity partners, and demonstrates the ability to perform and articulate the best practices to assist in the leading of Incident resolution
  • Apply broad working knowledge of PayPal technology and business domains to decompose complex systems into a collection of components aligned to those domains
  • Demonstrate the ability to act as a subject matter expert and leader in the PayPal technical and business operations environment, with the ability to execute a first line of defense measures to improve restoration efforts of technology and business processes
  • Delivers consumable, timely, and succinct communications to leaders and stakeholders on the status of incidents and drives the decision in complex incidents and business problems across multiple domains, business units, or teams such that decisions are accepted by most constituents as an acceptable compromise
  • Influence and motivate teams across a diverse set of vertical domains and geographic locations to ensure customer and merchant issues are addressed rapidly and efficiently
  • Create procedures to improve the quality of PayPal’s incident management processes and monitor Functional Area adherence to framework
  • Drive engagement of functional incident management teams and adjacencies to adopt PayPal’s Resiliency, Incident and Issue Management policies, framework and processes
  • Serve as a trusted advisor, supporting, and influencing leadership within PayPal business units, such as CPI, OCIO, Braintree, Venmo, Xoom, Paydiant, Finance, etc. to coach adoption and implementation of critical and non-critical incident handling
  • Lead improvement initiatives through engagement of Incident Management stakeholders and incident command
  • Respond to requests for incident escalation from general company and drive escalation with senior management, as needed
  • Consult with the risk leaders and stakeholders on understanding incidents that may need to be included in the issue registers and addressed for compliance impacts
  • Consult with the Service Desk on determining which incidents must be reported to regulators and assist with determining how to source data, if needed
  • Support delivery and quality review of monthly Incident Management metrics

Basic Qualifications:

  • Five or more years’ experience in leading incident operations teams for both technology and business continuity
  • Five or more years’ experience in the Incident Management field, including operational monitoring and incident response experience
  • Seven or more years of experience in the software industry (experience in financial and payment systems preferred)
  • Bachelor’s degree in Computer Science (or relevant equivalent industry experience)
  • Strong leadership abilities, customer focus and commitment to quality
  • A self-starter who uses extensive technical knowledge, leadership, incident management experience and judgment to plan and accomplish goals
  • Collaborates with and achieves actionable results through others
  • Ability to facilitate effective team decision processes and meetings
  • Ability to deal with conflict and difficult situations
  • Excellent attention to detail
  • Highly organized and able to drive strategic direction into tactical execution

Licenses and Certifications:

  • Appropriate certifications (ITIL V4, CBCP, Etc.)

Travel Requirements:

  • Ability to travel to various worksites and on call 24/7 is required. 

Supervisory Responsibility:

  • Personnel:  Yes
  • Mentor: Yes
  • Budget: Yes

Physical Requirements

  • This position requires sitting, typing and repetitive motions.

Position Scope Details:

The above listed statements intend to describe the general nature of work performed within the role.  They are not an exhaustive list of all the responsibilities, duties, and skills required, nor be the entire list of behaviors or expectations for performance review process.  Employees will be required to follow any other job related instructions and to perform any other job related duties requested by their leader. 


We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities.

R0041954