Teams at Alpaca

Provide IT helpdesk support and device administration across Windows, macOS, and Linux. Manage MDM, SSO, enterprise SaaS, onboarding/offboarding, hardware deployment, asset inventory, endpoint security, and related procurement/shipping. Troubleshoot networks (LAN/WAN), create automation scripts, deliver staff training, participate in on-call rotations, and collaborate with HR and Security teams to maintain secure, scalable IT operations.

Leads Alpaca’s global major-incident function, building a 24x7 follow-the-sun command team, severity model, escalation paths, metrics, and review processes. The role coordinates engineering, SRE, Risk, communications, and reliability teams without owning technical fixes. It establishes incident KPIs, drives post-incident actions, develops commander training, and leads AI-based automation for incident setup, timelines, root-cause analysis, communications, and action tracking across a regulated financial-services platform.

Command high-severity production incidents from declaration through mitigation, coordinating technical responders, severity decisions, escalations, stakeholder communications, regional handoffs, and post-incident follow-up. Maintain accurate incident timelines, ensure retrospectives and accountable action items, and improve response processes through automation. The role requires participation in a global 24x7 incident commander roster and familiarity with fintech and regulated API-driven platforms.