Operational Resiliency Incident Specialist – APAC

Kraken | Take your crypto to the next level with Kraken


As one of the largest and oldest Bitcoin exchanges in the world, Kraken is consistently named one of the best places to buy and sell crypto online, thanks to our excellent service, low fees, versatile funding options and rigorous security standards -- but this is only part of the story. We’ve been on the forefront of the blockchain revolution since 2011.


San Francisco, CA, USA


Job Description

About Kraken
As one of the largest and most trusted digital asset platforms globally, we are empowering people to experience the life-changing potential of crypto. Trusted by over 8 million consumer and pro traders, institutions, and authorities worldwide – our unique combination of products, services, and global expertise is helping tip the scales towards mass crypto adoption. But we’re only just getting started. We want to be pioneers in crypto and add value to the everyday lives of billions. Now is not the time to sit on the sidelines. Join us to bring crypto to the world.
This role will cover the working hours of the Asia-Pacific Regions.
The global Operational Resiliency (OpR) Team supports the security, availability, and durability of one of the leading cryptocurrency exchanges in the world. Kraken is seeking experienced candidates to join a team of specialists owning operational resiliency initiatives. As an Operational Resiliency Incident Specialist, you will collaborate across multiple business units driving and overseeing all aspects of Incident Management. In addition, this role will also assist in the development and enhancement of existing processes and procedures including monitoring, alerting, and procedural documentation maintenance.


    • Support the efforts of keeping one of the fastest growing companies in the world up and available in a 24/7/365 environment
    • Provide on-call coverage in the capacity of an Incident Manager (this will be shift based and include some weekend working)
    • Work as part of a high performing team and actively contribute to a culture of support, collaboration, knowledge-sharing and learning
    • End to end responsibility for providing rapid response to incidents, triggering escalation procedures, gathering relevant stakeholders, regular high quality and timely communication of updates, excellent record keeping throughout until resolution
    • Monitor system dashboards for health, up-time, and availability and work closely with the Client Engagement Team to identify issues early on
    • Work with stakeholders to identify the root cause of incidents, assist in postmortem activities and agree follow up actions
    • Routinely review incident response playbooks, maintain escalation flow schedules, and participate in table top exercises
    • Work closely with the sister function, Technical Project Management, and other stakeholders to hand off items needing remediation and identify long-term improvement strategies
    • Identify and drive forward key process improvement opportunities


    • Proven problem-solving experience and root cause analysis utilizing 5 Whys techniques or similar approaches
    • Recent experience as an Incident Responder, Incident Manager or similar role
    • Highly responsive and extremely organized with the ability to direct the flow of a highly available technical environment that operates 24/7/365
    • Good interpersonal skills – ability to liaise with personnel at all levels and adapt style accordingly
    • Experience leading bridge calls with a large number of technical participants
    • Strong understanding of the software development life-cycle including the importance of testing and rollback planning practices
    • Attention to detail orientated
    • A fast learner with an inherent ability to understand complex technology solutions and communicate the impact of incidents in both IT and business terms
    • Previous experience using Atlassian Tools (Confluence/Jira) would be an advantage
Location Tagging: #APAC #LI-Remote #LT1
We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background.
As an equal opportunity employer we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.
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