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SRE Critical Incident Manager in Scottsdale, Arizona, United States of America at PayPal

Date Posted: 12/22/2021

Job Snapshot

Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

The Site Reliability Engineering team is the first point of contact in Product Development for critical live issues on the PayPal site. As a Critical Issue Resolution Manager, you will: Be responsible for driving critical LIVE site issues to resolution, minimizing downtime, issue escalation, fix deployment, and root cause analysis. 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. Reduce Mean Time to Resolution for these critical site issues. Ensure clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time-to-fix for these issues. Ensure appropriate monitoring is in place for reliable operations of all applications and initiate corrective action plans when appropriate. Monitor trends and institute continuous process improvements. Work with the Business Units, Development, Operations, QA, Customer Service, Merchant Services, Release Engineering and Release Management to ensure our software applications are available and functional 24x7x365. Frequently interfaces with cross-functional teams for forging relations to improve reliability of the software, services and collaborating with other teams in taking care of PayPal customer issues efficiently. Work with senior management in the event of issue escalation.

  • Bachelor’s degree in Computer Science (or relevant equivalent industry experience). 

  • Strong leadership abilities. Must have a customer focus and commitment to quality. 

  • Experience managing risk in a financial software development environment. 

  • Experience in managing/influencing global teams. 

  • Technical Project Management certification/experience a plus. 

  • Strong aptitude for defining and standardizing processes around software development support. 

  • Must be able to diagnose and define problems through symptom analysis. 

  • Must be detail-oriented and able to manage multiple tasks simultaneously with the ability to appropriately prioritize. 

  • Must possess strong verbal and written communication skills. 

  • Must have excellent interpersonal skills. 

  • Ability to deal with conflict and difficult situations. 

  • Strong decision making and problem-solving skills. 

  • Deep understanding of the software development lifecycle. 

  • Ability to assimilate information rapidly. 

  • Ability to remain composed, methodical, and think fast in a high-pressured environment. 

  • Strong experience in Unix/Linux, C++, and Oracle. 

  • Strong software testing experience. 

  • Seven or more years of experience in the software industry (experience in financial and payment systems preferred). 

  • ***Please note this position is a 12hrs/day shift-based role for either first half or second half of the calendar week.*** Hours are 8am-8pm PST and will work either starting Sunday 8am through alternating Tuesdays and Wednesdays 8pm, or starting alternating Tuesdays and Wednesdays 8am thru Saturday 8pm.

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.

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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at