Senior Specialist, Incident Response
### ** 建立人们喜欢的东西** Wealthsimple 是加拿大领先的金融创新者。该公司提供了简单，复杂的金融产品的完整套件，包括管理投资，自行交易，加密货币，申报税，支出和储蓄.Wealthsimple 目前为400多万加拿大人服务，拥有超过155亿美元的资产。该公司于2014年由一组财务专家和技术企业家成立，总部位于加拿大的多伦多。我们对所建造的事实感到骄傲，我们刚刚开始。阅读我们的文化手册 https://www.wealthsimple.com/en-ca/culture) 并了解更多关于 [我们如何工作]https:// www.wealthsimplement.com/ en-ca/careers).当高风险事件发生时，你是暴雨中的冷静。高级专家，事件响应，你将在重大，复杂或声誉敏感的事件中扮演主要角色。你掌控模糊情况，将技术混乱转化为清晰的客户和执行人员沟通，并得到一支高绩效的事件响应专业人员的支持，以提高整个企业危机执行总体水平。**WHAT YOULL** - 在 Wealthsimple 语音中向高级领导提供主动，基于时间序列的简报，同时在编写清晰透明的外部通信 （状态页面，应用程序/网络横幅，客户邮件）. - 弥合工程与业务之间的差距，并将系统日志，错误代码和技术根源原因转化为普通语言的客户和业务影响。- 在危机期间确定何时需要法律或遵守规则审查，并在响应流程中无地织成监管检查。- 担任团队沟通的主编，制定游戏册和书写标准，以确保实时压力下准确性，速度和同情感。- 建立心理安全，平静和专注的文化：保护响应者免受外部噪音的影响在积极事件中同时保持利益相关者的一致性。- 快速确定谁需要参与工程，产品，CX,法律和风险领域，预测下游摩擦之前发生。- 以信心导航高严重情况，管理执行期望而不分散活动响应人员。- 与数据科学合作伙伴量化事故影响并进行后事件审查以推动根源原因补救和长期 CX 改善。**WHAT YOU BRING** - **5+年 i
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### **Build something people love**
Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada.
We're proud of what we've built — and we're just getting started. Read our [Culture Manual](https://www.wealthsimple.com/en-ca/culture) and learn more about [how we work](https://www.wealthsimple.com/en-ca/careers).
When high-stakes incidents strike, you are the calm in the storm. Senior Specialist, Incident Response, you will play the main part in incidents during major, complex, or reputation sensitive events. You take command of ambiguous situations, translate technical chaos into clear client and executive communication with the support of a high-performing team of Incident Response Specialists to raise the overall bar for crisis execution across the business.
**WHAT YOU’LL DO**
- Deliver proactive, cadence-based briefs to senior leaders while authoring clear, transparent external communications (status pages, app/web banners, client emails) in the Wealthsimple voice.
- Bridge the gap between engineering and the business and translating system logs, error codes, and technical root causes into plain-language client and business impact.
- Identify when Legal or Compliance review is required during a crisis and seamlessly weave regulatory checks into the response flow.
- Serve as a chief editor for team communications, establishing playbooks and writing standards that ensure accuracy, speed, and empathy under real-time pressure.
- Build a culture of psychological safety, calm, and focus: shielding responders from external noise during active incidents while keeping stakeholders aligned.
- Rapidly identify who needs to be involved across Engineering, Product, CX, Legal, and Risk, anticipating downstream friction before it happens.
- Navigate high-severity situations with confidence, managing executive expectations without distracting active responders.
- Partner with Data Science to quantify incident impact and lead post-incident reviews to drive root-cause remediation and long-term CX improvements.
**WHAT YOU BRING**
- **5+ years in major incident response, crisis communications, or technical service operations** within fintech, high-growth SaaS, or fast-paced digital product environments. You have a proven track record leading live-fire, SEV-1/P0 operational crises from inception to resolution.
- **Rapid, decisive judgment under pressure:** You have a strong bias for action and excel at making quick, high-stakes decisions with incomplete information, knowing intuitively when to push forward, when to escalate, and when to hold.
- **Exceptional crisis communications & translation skills:** You can digest raw system telemetry, logs, and engineer chatter, translating technical chaos into clear, empathetic client messaging and concise executive updates in real time.
- **Tech-native and async-first operational fluency:** You are deeply accustomed to modern tech workflows (Slack, Notion, linear incident bots) and thrive in fast, distributed environments where clear, documented async alignment is essential.
- **Cross-functional network thinker:** You intuitively map organizational ripple effects, rapidly engaging the right stakeholders across Engineering, Product, CX, Legal, Compliance, and Leadership before downstream friction occurs.
- **Comfort with ambiguity and chaos:** You stay composed when there is no playbook, bringing immediate structure, clarity, and psychological safety to high-stakes, reputationally sensitive events.
**NICE TO HAVE**
- **Educational background or formal training in Communications, Public Relations, Journalism, Legal Studies, or a related discipline** (or equivalent practical crisis communications experience).
- **Incident tooling fluency:** Comfortable navigating incident management platforms (PagerDuty, Rootly), monitoring tools (Datadog), and data tools (Preset, SQL) to understand system behavior and measure client impact.
- **Risk intuition:** Strong intuition for compliance, legal, and reputational risk within a regulated financial institution.
- **Bilingualism:** Fluency in both English and French.
### **Why Wealthsimple?**
🌸 Top-tier health benefits and life insurance
📈 Long-term group savings with employer match, through Wealthsimple for Business
🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year*
✈️ 90 days away: work outside Canada for up to 90 days per year*
👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS
🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work.
*Unlimited paid sick days, Wellness Days and the 90 day away program do not apply to certain roles.
### **ICYMI**
**Technology & Innovation at Wealthsimple:** We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building.
**Inclusion Statement:** We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
**Accessibility Statement:** We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs.
**AI in Hiring:** We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.