Senior Incident Management Analyst

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.

Responsibilities

Act as the Incident Commander during critical and high-impact incidents, coordinating multiple technical and business teams toward effective resolution; Assess, classify, prioritize, and escalate 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.

Requirements

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.

Nice to 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.

Benefits

Performance Bonus; Meal Allowance; EBANX Education; EBANX Skills; Language Classes; Health & Well-being; Flexible Work Culture; Well-being Program.