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Major Incident Manager

Job summary
Permanent contract
Salary: Not specified
No remote work
Skills & expertise
Technical writing
Cybersecurity knowledge
Operation monitoring
Cross-functional team leadership


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The position

Job description

We're making the world of digital assets accessible and secure for everyone. Join the mission. 

Founded in 2014, Ledger is the global platform for digital assets and Web3. Over 20% of the world’s crypto assets are secured through our Ledger Nanos. Headquartered in Paris and Vierzon, with offices in the UK, US, Switzerland and Singapore, Ledger has a team of more than 900 professionals developing a variety of products and services to enable individuals and companies to securely buy, store, swap, grow and manage crypto assets – including the Ledger hardware wallets line with more than 6 millions units already sold in 200 countries. 

At Ledger, we embody the values that make us unique: Pragmatism, Audacity, Commitment, Trust and Transparency. Hear from our employees how they shape the work we do here.

As a Major Incident Manager in the crypto space, you will play a critical role in safeguarding our systems and services by ensuring that Ledger is proactively monitoring, detecting, and responding to incidents affecting both corporate and consumer customers. You will be responsible for overseeing the end-to-end incident management process, from initial detection to resolution, ensuring minimal disruption to our operations and customer experience.

Your mission

  • Implement and maintain robust monitoring systems to detect operational issues across software, hardware, and services.
  • Lead the incident response team in promptly assessing the severity and impact of incidents
  • Develop and implement an on call duty rota for incident managers across the business to ensure a 24/7 process is understood and followed
  • Coordinate cross-functional teams during incident response efforts
  • Work closely with engineering and product teams to develop comprehensive remediation plans to address the root cause of incidents and prevent recurrence.
  • Conduct post-incident reviews and analysis to identify areas for improvement and lessons learned.
  • Serve as the primary point of contact for communicating incident status updates and resolutions to internal teams and external stakeholders.
  • Collaborate with customer support teams to ensure transparent and timely communication with affected customers
  • Interest in blockchain technology; the potential of blockchain and its impact on various industries
  • Solid & demonstrable Incident Management skills: You have strong experience running incidents in a technology focused environment, ideally with some knowledge of blockchain
  • Exceptional communication: You can articulate complex technical concepts to diverse audiences in clear, concise, and engaging ways
  • Creative and resourceful: You enjoy exploring new ideas and finding innovative solutions to challenges.
  • Self-starter: You're motivated, proactive, and able to work independently with minimal supervision.
  • Excellent stakeholder management - with the ability to build great relationships and a strong network across the organisation
  • Strong interpersonal & communication skills with the experience and gravitas to engage, manage and gain consensus from a multiple stakeholder environment
  • Experience with creating technical and process content
  • Bachelor's degree in Computer Science, Information Technology, or related field
  • Understanding of crypto protocols, blockchain technology, and cybersecurity best practices
  • Relevant certifications (e.g., CISSP, CISM, ITIL) are a plus
  • Equity: Employees are the foundation of our success, and we award stock options so you can share in that success as we grow
  • Flexibility: A hybrid work policy
  • Social: Frequent social events, snacks and drinks in our Holborn office
  • Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage
  • Well-being: Personal development, coaching & fitness with our dedicated partners
  • Vacation: 28 days of paid leave per year, in addition to national holidays
  • High tech: Access to high performance office equipment and gadgets, including Apple products
  • Transport: Ledger reimburses part of your preferred means of transportation
  • Discounts: Employee discount on all our products.

We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age. 

#LI-Hybrid #LI-AS

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