Brittany Greene
@brittanygreene
Incident Response & Operations leader who builds on-call playbooks and restores service fast through code-aware mitigation.
CanadaWhat I'm looking for
I’m an incident response and operations leader with 9+ years across SaaS and fintech. I manage incidents end to end—taking direct action to mitigate (including rolling back the change that caused an incident), coordinating the response, and driving stakeholder, executive, and client communications so everyone stays aligned when systems break.
I build IR functions from the ground up and turn ambiguity into repeatable operations: playbooks, knowledge management (KCS), on-call structure, and clear communication. Across support, engineering, security, and compliance, I focus on measurable outcomes and operational clarity that teams can run consistently.
At Wealthsimple, I own Incident Response and Technical Support within Client Experience Operations (CXO), bridging frontline agents and Engineering. I respond directly to platform incidents by reading the code change that caused an incident and rolling it back to restore service, while leading incident communications for Engineering, Security, and Fraud events. I drove a 22-second mean time to acknowledge (MTTA) against a 3–5 minute target, coordinated 800+ incidents per year, and cut bug-ticket resolution time by 40% while reducing tickets routed to Engineering by 28% (unnecessary tickets by 29%) using Rootly to standardize response workflows.
My background also includes building and scaling incident processes at Shopify—running resiliency programs, creating the Incident Coordinator role, and translating technical detail into clear communications for every audience. Today, I also work as an Incident Response Consultant & Content Writer, advising on incident response process, playbooks, and post-incident learnings.
Experience
Work history, roles, and key accomplishments
Owns the Incident Response function and built a new Technical Support team within Client Experience Operations to bridge frontline agents and Engineering. Leads code-level incident mitigation (including rollbacks), incident communications across Engineering/Security/Fraud, and incident/postmortem operations.
Incident Response Consultant & Writer
Freelance Remote
Mar 2023 - Present (3 years 4 months)
Advises businesses on incident response processes, playbooks, and post-incident learnings, and produces technical and thought-leadership content.
Led incident response team growth and hired a future Team Lead, while owning proactive client communications related to incidents. Built knowledge management and proactive engagement practices, partnering with Communications, Product, Compliance, and Legal, and managed client-facing social operations for 500K followers.
Mentored high-impact Specialists and introduced proactive measures, including predictive incident modeling and future-proofing incident playbooks, to strengthen incident response operations. Led cross-team projects to accelerate resolution times and volunteered in an Engineering Incident Commander rotation.
First member of the Incident Response function, building the CXO incident process with playbooks for scenarios and knowledge resources. Owned Engineering/Security/Fraud incident communications, ran postmortems, and helped plan hiring, training, and skill matrices.
Ran a resiliency engineering incident transfer program to create a Resiliency Incident Response function within Core Engineering, including training IR members to command engineering incidents, identify root cause, and roll back changes. Built tabletop/gameday exercises from real scenarios and delivered continuity-focused recommendations and project plans across six merchant support teams.
Managed engineering incidents as primary/secondary across all Shopify products and translated technical details into clear communications for multiple audiences. Led incident coordination for Shopify Fulfillment Network, troubleshot Facebook/Instagram integrations, investigated platform issues using Datadog/Splunk/Bugsnag and Shopify CI, and contributed minor guided code changes under engineering
Education
Degrees, certifications, and relevant coursework
University of Ottawa
Honours Bachelor of Arts, History & Theory of Art
Honours Bachelor of Arts in History & Theory of Art, with a minor in English.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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