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. Summary: What you need to know about the role: This position offers an opportunity to work as a Critical Incident Manager in the Production Availability Reliability Command team driving critical production site issues while collaborating with various other PayPal Command Center teams, Product Development teams and Technical Support teams that interface with merchants and customers. It also offers an opportunity to find long term solutions to recurring or large-impact problems and improve the reliability of our systems. Meet our team: The SRE Critical Incident Management team is part of the PayPal Command Center. The Command Center Site Reliability Engineers are the core of the response team for critical incidents that affect PayPal’s merchants and customers. : Your way to impact

• You work on driving complex production site issues that affect our merchants’ and customers’ ability to use PayPal products.
• You provide clear communication to executives and key stakeholders regarding the business impact, risks, prioritization, mitigation, and estimated time-to-fix for these incidents on a timely basis.
• You work with senior management in the event of issue escalation.
• You ensure appropriate monitoring is in place for reliable operations of all applications and initiate corrective action plans when appropriate.
• You adhering to service level KPIs and track them.
• You influence and motivate teams across a diverse set of vertical domains and geographic locations to ensure customer and merchant incidents are addressed rapidly and efficiently so that our software applications are available and functional 24x7x365.

• You monitor incident trends (including gaps and inaccuracies) and institute continuous process improvements.
• You provide informal incident process and requirement training to cross-functional teams, as needed, to support consistent incident management execution.
• You strive to maintain SLA adherence and continuously improve service level KPIs.

Your day to day Intake Site Critical incidents impacting Customers/Merchants. Assess the right priority of the incident and engage the PD domain teams to triage the incident. Engage the Partner/Support teams to assist in any of the blocker that impacts the troubleshooting. Work closely with the Release/DBA team on any code deployment or SQL Scripts execution in Production. Handle escalations from PayPal partners about critical issues. Follow key Incident Managements SOPs. Maintain accurate documentation of site incidents, including impact details, timelines, steps taken for mitigation / resolution. Work on incident reporting to leadership team via internal communication. Constantly update SOPs. At the end of the shift you contribute to effective hand-over documentation to the next shift, to help them continue incident driving.
Work in 12 hour shifts in a 4 shift rotation model Sunday through Tuesday and alternate Wednesdays. On-call support may be required occasionally, and some flexibility to transition infrequently but as needed to other similar shifts. What do you need to bring:

• Experience in technical support or incident management.
• Knowledge of ITIL process.
• Experience in ServiceNow and Jira tools.
• Familiarity with Incident Communications/Reporting.

• Must be organized, detail-oriented, and able to manage multiple tasks simultaneously with the ability to appropriately prioritize.
• Must have great interpersonal skills.
• Ability to deal with conflict and difficult situations.
• Strong decision making and problem-solving skills.

• Ability to assimilate information rapidly.

• Must be able to diagnose and define problems through symptom analysis.
• Familiar with industry-standard enterprise ticketing and workflow tools such as ServiceNow and Remedy.
• Experience with common log aggregation and analysis tools such as Sumo, Splunk, DataDog, and Kibana is a big plus.

• Background in ITIL methodology, particularly in Incident and Problem Management preferred.

• Technical Project Management certification/experience a plus.
• Deep understanding of the software development lifecycle preferred.
• Ability to remain composed, methodical, and think fast in a high-pressure environment.
• Five or more years of experience in the software industry, with experience in financial and payment systems preferred.
• Bachelor’s degree in Computer Science, a related SRE technical field, or relevant equivalent industry experience.

Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com

Who We Are:
To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com. 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 paypalglobaltalentacquisition@paypal.com. As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.