Senior Incident Management Analyst

Ebanx
Curitiba, São Paulo
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Communication","Stakeholder management","Ownership","Influencing","Continuous improvement"]

Lead end-to-end management of critical, high-severity incidents by acting as Incident Commander. You’ll assess and escalate incidents, run war rooms with clear ownership and decision tracking, and ensure structured communication across technical, business, leadership, and external partners. Own SLAs and incident metrics (MTTD/MTTA/MTTR), validate closures with governance documentation, and drive post-mortems/RCA outcomes to strengthen runbooks, playbooks, and incident readiness.

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FursaFursa
Ebanx
Ebanx
1 day ago

Senior Incident Management Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead end-to-end management of critical, high-severity incidents by acting as Incident Commander. You’ll assess and escalate incidents, run war rooms with clear ownership and decision tracking, and ensure structured communication across technical, business, leadership, and external partners. Own SLAs and incident metrics (MTTD/MTTA/MTTR), validate closures with governance documentation, and drive post-mortems/RCA outcomes to strengthen runbooks, playbooks, and incident readiness.
Location: Curitiba, São Paulo
Workplace: Onsite
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Act as Incident Commander during critical incidents, coordinating technical and business teams toward resolution.
  • •Assess, classify, prioritize, and escalate incidents based on severity, business impact, and urgency.
  • •Lead war rooms with clear ownership, aligned diagnosis/action plans, and decision tracking until service is restored.
  • •Ensure continuous, structured communication across technical teams, business stakeholders, leadership, and external partners; manage technical/executive escalations.
  • •Track SLA compliance and incident metrics (MTTD/MTTA/MTTR), validate incident closure documentation, and lead post-mortems/RCAs with corrective and preventive actions.

Pay and Benefits

Perks:Annual BonusMeal AllowanceLearning BudgetLanguage ClassesMedical PlansDental PlansWellness StipendFlexible HoursYear-end Break

Key Requirements

  • •Solid experience in incident management within critical, high-availability environments (e.g., payments, 24x7 operations, NOC/SOC/command centers).
  • •Proven ability to coordinate complex incidents and make decisions under pressure with incomplete information.
  • •Experience managing technical and executive escalations and engaging stakeholders across teams and seniority levels.
  • •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).
Experience:PaymentsFintechFinancial servicesDigital platforms
Skills:CommunicationStakeholder managementOwnershipInfluencingContinuous improvement
Certifications:ITILCOBITISO 20000
Languages:English

Company Brief

Ebanx
Provides payment processing and fintech solutions enabling global merchants to accept local payments across Latin America, offering services like cross-border payments, local acquiring, fraud prevention, and financial integrations.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: Curitiba, Brazil
Founded: 2012
WebsiteLinkedIn