---
title: 'Staff Incident Manager at Yuno'
canonical: 'https://feeny.ai/job/staff-incident-manager-yuno-united-states-fqg51mtt22f9'
type: 'job'
last_seen: '2026-09-13'
---

# Staff Incident Manager at Yuno

- **Company:** Yuno
- **Location:** United States
- **Work type:** remote
- **Posted:** 2026-07-07
- **Last confirmed live:** 2026-09-13
- **Apply:** https://jobs.lever.co/yuno/b638c2de-cb8b-4e69-992f-8b0e7295479c

## Job description

US · Europe · APAC · Remote · Full Time · Individual Contributor · +7 Years of Experience

## Who We Are

At Yuno, we are building the payment infrastructure that allows all companies to participate in the global market. Founded by seasoned experts from the payments and tech industries, our technology provides access to leading payment capabilities, enabling companies to engage customers confidently and maintain global operations through seamless integrations. We empower high-performing teams at brands like InDrive, McDonald’s, Rappi, and Viva Aerobus to integrate over 1,000 payment methods via a single API. By leveraging advanced AI and the latest technologies, we orchestrate smart routing and fraud prevention across 80+ countries.

## About The Role

We are hiring a Staff Incident Manager to own the major incident lifecycle end to end. You are the person who takes control when something is broken in production, brings the right people together, drives the response to resolution, and makes sure we are measurably better after every incident than we were before it. This is not a passive coordination role. You set the standard for how Yuno detects, responds to, communicates about, and learns from incidents. You will spend as much time fixing the process as you do running the response. On-call responsibility is core to this role. Yuno's engineering teams run a “You Build It, You Run It” model — pods own their own on-call. The Incident Commander function exists to coordinate cross-domain and Sev-1 events where multiple pods are involved.

## Your Contribution Will Be

Incident command — act as incident commander on major and critical incidents, owning coordination, decision-making cadence, and escalation from detection through resolution; treat merchant transaction impact, PSP and acquirer dependency failures, settlement and reconciliation knock-on effects, and PCI-DSS scope as first-class concerns in every response. Reliability metrics — drive down time to detect, time to engage, and time to recover; own MTTR as a headline metric and the operational discipline behind Yuno's 99.99% uptime target. On-call program — run rotations, escalation policies, paging hygiene, and alert quality; reduce noise so on-call engineers trust their pages. Incident communications — own internal stakeholder alignment during an event and drive clear, accurate merchant-facing updates — including the status page — in coordination with Support and account teams. Postmortems — run blameless postmortems, hold the room to a no-blame standard, and make sure action items are concrete, owned, and tracked to closure. Reliability roadmap — translate recurring incident patterns into reliability work, partnering with engineering teams to turn postmortem findings into roadmap items, not orphaned tickets. Operating model — define and maintain incident severity levels, response runbooks, and the operating model for declaring and managing incidents. Reporting — report on incident trends, reliability posture, and SLA and SLO performance to engineering leadership.

## Skills You Need

## Minimum Qualifications

Proven experience running major incident response in a production environment that real customers depend on, ideally as an incident commander or in a dedicated incident management function. Strong working knowledge of modern distributed systems and cloud-native operations — comfortable holding your own on a bridge call with senior engineers during an outage, following the technical thread, and keeping the response moving without needing every detail spoon-fed. Experience defining or maturing an incident management practice from the ground up: severity frameworks, operating models, runbooks, and on-call programs built to last, not just inherited. Fluency with observability and incident tooling — metrics, logging, tracing, alerting, and paging platforms. Hands-on experience with Datadog is strongly preferred; familiarity with a paging platform (PagerDuty, OpsGenie, or similar) and a status page tool is expected. A track record of running postmortems that change behavior, and of closing the loop between incidents and engineering work. Excellent written and verbal communication — able to write a clear merchant-facing status update and a precise internal escalation under pressure. Calm, decisive judgment during high-pressure events — you hold structure when others are reacting. Comfort being on-call as a regular part of the role, including for critical incidents outside business hours. English — advanced proficiency required.

## Preferred Qualifications

Familiarity with PCI-DSS and the operational obligations that come with handling payment flows at scale. Spanish — business-level proficiency preferred; Yuno's engineering organization spans LatAm, and on-call bridges and postmortem discussions often run in Spanish.

## Nice to Have

Prior experience in payments, fintech, or another high-availability, regulated domain. Exposure to SRE practices, error budgets, and SLO-driven prioritization. Experience managing incidents across multi-timezone, remote-first engineering organizations. What Success Looks Like First 90 days — you have mapped how incidents currently get declared, run, and reviewed, identified the biggest gaps, and started closing them. Severity definitions and the incident operating model are clear and adopted. Six months — major incidents run to a consistent standard. Postmortem action items are tracked and closed. On-call noise is down and trust in paging is up. Leadership has a reliable view of reliability trends. One year — the incident practice is self-sustaining. Runbooks are owned by engineering pods, not just by you. MTTR and repeat-incident rates are trending measurably down, and reliability work sourced from incident data is landing on engineering roadmaps and shipping.

## What We Offer at Yuno

Competitive Compensation. Remote Work – You can work from everywhere! Home Office Bonus – A one-time allowance to help you create your ideal home office. Work Equipment. Stock Options. Health Plan wherever you are. Flexible Days Off. Language, Professional, and Personal Growth courses.

## About Yuno

## Company Overview
- **One-liner**: Yuno is an AI-native payment orchestration platform that connects merchants to over 1,000 payment methods globally through a single API, powered by intelligent agents for routing, fraud prevention, and revenue recovery.
- **Entity Type**: Private (Seed $10M & Series A $25M – total $35M)
- **Headquarters**: New York, United States (with regional HQ in Doha, Qatar)
- **Founded**: 2021
- **Founders**: Juan Pablo Ortega & Julián Núñez

## Core Business
- **Primary industry**: Payment orchestration / Fintech infrastructure.
- **Target customers**: B2B – global merchants and enterprises of all sizes (e.g., McDonald’s, Rappi, Uber, GoFundMe, Viva Aerobus, NetEase).
- **Mission**: Help businesses simplify payment management and unlock new revenue streams by leveraging deep industry knowledge, cutting‑edge technology, and AI.

## Products & Services
- **Yuno Payments Orchestration Platform** (SaaS/API): A single, no‑code integration that connects to 1,000+ payment methods, PSPs, anti‑fraud providers, and acquirers across 190+ countries and 180+ currencies.
- **AI‑Powered Smart Routing**: Real‑time routing agent that selects the optimal processor per transaction based on performance, cost, and geography – delivering up to 7% uplift in approval rates.
- **Payments Concierge**: AI monitoring agent that analyses payment stacks, surfaces issuer‑level rejection reasons, and recommends actions via Slack or WhatsApp.
- **Fraud Prevention Suite**: Tools including tokenization, 3D Secure, custom fraud rules, and one‑click integration with fraud detection providers.
- **Predictive Analytics**: Real‑time dashboard with AI‑driven anomaly detection and trend identification.
- **Payouts & Stablecoins**: Support for payouts and stablecoin transactions through the same unified API.

## Market Standing
- **Valuation**: Not publicly disclosed.
- **Key Metric**: Annual revenue estimated at $3.5 M (source: LinkedIn); the platform processes **1 B+ transactions yearly**.
- **Notable Investors**: Kaszek & Monashees (seed); Andreessen Horowitz, Tiger Global & DST Global Partners (Series A).
- **Growth Signals**:
  - Headcount of 246 employees (+57.6% YoY), operating across 32 countries.
  - Offices/teams in Colombia, Brazil, Singapore, Mexico, Argentina, and the UK.
  - Named one of the world’s Top FinTech Companies by CNBC, Statista, and CB Insights.
  - Expanding rapidly across APAC, EU, Middle East, and Africa.

## Competitive Advantages
- **Single API for the entire payment lifecycle** – pay‑ins, payouts, fraud, reconciliation, and stablecoins – greatly reducing integration overhead.
- **AI‑native agents** that autonomously route, retry, and recover transactions, continuously optimising approval rates and reducing costs.
- **No‑code provider switching** – merchants can enable or disable payment methods without development cycles, accelerating market entry.
- **Deep global coverage** – 1,000+ providers in 190+ countries with local compliance built in.

## Strategic Focus
- **Global expansion**: Deepening presence in APAC, EU, the Middle East, and Africa while maintaining strength in Latin America.
- **AI‑driven product innovation**: Continued investment in AI agents for payment optimisation, fraud prevention, and actionable intelligence.
- **Enterprise adoption**: Targeting large‑scale merchants with complex, multi‑market payment stacks, evidenced by partnerships with brands like McDonald’s and Uber.

## Why Work Here
- **Culture**: Described as dynamic, innovative, and collaborative – team members are “encouraged to keep learning, explore new tools like AI, and take ownership of projects.”
- **Work model**: **100% remote‑first** – employees work from over 15 nationalities across 32 countries.
- **Perks & growth**: Emphasis on wellness, accountability, and fast learning; heavy investment in AI tools and continuous education.
- **Engineering focus**: Active hiring for Senior Backend, AI, Security, Data Platform, and Site Reliability roles – strong technical challenge and ownership.
- **Transparency**: Open‑source‑style internal communication; plain‑language dashboards for engineers to see real‑time payment data.

## Sources
1. [y.uno – About](https://y.uno/en/about)
2. [y.uno – Careers](https://y.uno/en/careers)
3. [y.uno – Product](https://y.uno/en)
4. [Lever – Yuno Careers](https://jobs.lever.co/yuno)
5. [LinkedIn – Yuno Company Profile](https://co.linkedin.com/company/yunopay)

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