Senior Incident Management Analyst

EBANX; São Paulo; Presencial; BRL 180 000 - 300 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Performance Bonus: Annual bonus

Meal Allowance: Monthly meals

EBANX Education

EBANX Skills

Language Classes

Health & Well-being

Flexible Work Culture

Well-being Program

Resumo da oferta

EBANX is seeking an experienced Incident Management Analyst – Senior to lead end-to-end management of critical incidents across global teams. You will act as a technical and operational reference during high-severity situations, ensuring business continuity and governance adherence.

You will drive war rooms, coordinate with Technology, Product, and Operations, and mentor junior analysts to raise team maturity while consistently meeting SLAs and RCAs.

Qualificações

• Experience in incident management within critical/high-availability environments (payments, tech, 24x7).
• Ability to coordinate complex incidents and make decisions under pressure, providing structure and direction.

Responsabilidades

• Act as Incident Commander during critical/high-impact incidents; coordinate multiple technical/business teams.
• Assess, classify, prioritize, and expand incidents based on severity and impact.
• Lead war rooms with clear ownership, diagnosis, action plans, timelines, and restoration of services.
• Ensure clear, structured communication with technical teams, stakeholders, leadership, and partners.
• Manage escalations to involve right stakeholders at the right time.
• Track SLAs and incident metrics (MTTD, MTTA, MTTR) and ensure follow-up actions.
• Lead post-mortems and RCAs; implement preventive/corrective actions.
• Identify operational risks and opportunities to strengthen incident management.
• Collaborate to evolve processes, playbooks, runbooks, and escalation paths.

Conhecimentos

Incident management

Stakeholder management

Effective communication

Decision making under pressure

Descrição da oferta de emprego

At EBANX, we believe barriers were made to be broken. We started our story in Curitiba, Brazil, and today we are a global company, present in more 29 countries, with offices in Curitiba, São Paulo, Shanghai, Singapore, and Johannesburg. In total, we are 700+ ebankers spread across the world, connecting companies like Uber, Netflix, Spotify, TikTok, Canva, Shopee, Meta, and Shein to millions of consumers in emerging markets—creating new opportunities and revolutionizing the future of digital payments.
Our mission is clear: to give global access to everyone. We are guided by the motto #TamoJunto, which translates into four key pillars: Shape Tomorrow, Evolve Fast, Make It Happen, and Unlock The World.
If you want to be part of a global company with accelerated growth that is shaping the future of digital payments, EBANX is the place for you.
In the Operations team at EBANX, you don't just oversee processes. You ensure that every step of our solution runs accurately, efficiently, and reliably, impacting millions of transactions worldwide. Here, operational excellence combines with innovation and collaboration to make our work truly Out Of The Ordinary.
The Incident Management Analyst – Senior is responsible for leading end-to-end management of critical incidents, ensuring fast identification, effective coordination across technical teams, and clear communication with stakeholders. This role acts as a technical and operational reference during high-severity situations, ensuring business continuity, impact mitigation, and adherence to governance processes.

What your day-to-day will look like

• Act as the Incident Commander during critical and high-impact incidents, coordinating multiple technical and business teams toward effective resolution;
• Assess, classify, prioritize, and expand incidents based on severity, business impact, and urgency;
• Lead war rooms, establishing clear ownership, aligning diagnosis and action plans, tracking timelines, and driving decisions until service is restored;
• Ensure clear, structured, and continuous communication with technical teams, business stakeholders, leadership, and external partners throughout the incident lifecycle;
• Manage technical and executive escalations, ensuring the right stakeholders are involved at the right moment;
• Track and ensure compliance with SLAs, response times, and key incident metrics, including MTTD, MTTA, and MTTR;
• Validate incident closure and ensure proper documentation, evidence, timelines, decisions, and governance records are captured;
• Lead and support post-mortems and Root Cause Analyses (RCAs), transforming incidents into actionable learnings and ensuring preventive and corrective actions are defined and followed through;
• Proactively identify operational risks, recurring patterns, and opportunities to strengthen incident management practices;
• Contribute to the evolution of processes, playbooks, runbooks, escalation paths, and operational rituals, helping us build an increasingly scalable and resilient incident management operation;
• Partner with Technology, Product, Operations, and other teams to continuously improve incident readiness and response;
• Act as a technical and behavioral reference for junior analysts, sharing knowledge and helping raise the maturity of the team.

What you need to shine in this role

• Solid experience in Incident Management within critical and high-availability environments, such as payments, technology, 24x7 operations, NOC, SOC, or Command Centers;
• Proven ability to coordinate complex incidents and make decisions under pressure, bringing structure and direction even when information is incomplete;
• Experience managing technical and executive escalations and engaging stakeholders across different teams and seniority levels;
• Excellent verbal and written communication skills, with the ability to translate technical scenarios, risks, and impacts into clear messages for both technical and non-technical audiences;
• Hands‑on experience working with SLAs, operational KPIs, and incident management metrics;
• Practical knowledge of incident management and governance frameworks such as ITIL or similar;
• Strong sense of ownership and accountability, taking responsibility for driving incidents from identification through resolution and follow-up;
• A calm, analytical, and objective approach to critical situations, combined with the ability to act with agility when decisions are required;
• Strong influencing and stakeholder management skills, with the ability to engage multiple teams without necessarily having direct authority over them;
• A continuous improvement mindset and the ability to connect operational decisions with their broader business impact;
• Clear, assertive, and respectful communication, particularly in high-pressure situations;
• Advanced English proficiency, with the ability to confidently communicate with global teams and international stakeholders.

Bonus points if you have

• Certifications such as ITIL, COBIT, ISO 20000, or similar;
• Previous experience in payments, fintechs, financial services, or large‑scale digital platforms;
• Experience with monitoring, observability, alerting, and incident management tools;
• Experience leading structured Root Cause Analyses (RCAs) and developing corrective and preventive action plans;
• Previous experience acting as a technical reference, mentor, or informal leader within operational or technology teams;
• Experience supporting globally distributed, business‑critical, or 24x7 operations.

EBANX offers

• Performance Bonus: Annual bonus program based on company results.
• Meal Allowance: Monthly allowance to support your meals.
• EBANX Education: Financial assistance for undergraduate, graduate, and MBA programs to support your professional growth.
• EBANX Skills: Dedicated budget for courses, certifications, and workshops to encourage continuous learning.
• Language Classes: Language classes to support your personal and professional development.
• Health & Well‑being: Medical and dental plans with extensive coverage, including support for dependents and wellness programs. Flexible Work Culture: Semi‑flexible hours, additional day off on your birthday, and year‑end break to support work‑life balance.
• Well‑being Program: Access to activities and resources that promote physical and mental health.

Learn more about our #ebanxlife on LinkedIn and Instagram, and see what it's like to be part of a global team that breaks barriers, creates opportunities, and celebrates every achievement together.
An Out Of The Ordinary career is waiting for you here!