Senior Incident Manager
New
BrazilFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- AWSServiceNow
Requirements
- 5+ years of experience in incident management, IT operations, or similar enterprise environments
- Proven ability to manage high-severity incidents with calm, structured decision-making under pressure
- Strong knowledge of ITIL frameworks and end-to-end incident lifecycle management
- Excellent communication skills with experience engaging executive and non-technical stakeholders
- Hands-on experience with incident management and monitoring tools such as PagerDuty, ServiceNow, New Relic, or CloudWatch
- Experience coordinating multiple technical teams in high-pressure environments
- Ability to multitask, prioritize effectively, and maintain composure during critical outages
- Experience in financial services or regulated environments is a strong plus
- Exposure to AWS environments and certification is a plus
- Experience leading or mentoring teams in operational contexts is an advantage
Responsibilities
- Lead major incident response activities as Incident Commander, coordinating cross-functional technical and vendor teams during critical outages
- Drive rapid service restoration by prioritizing stabilization over root cause analysis during active incidents
- Manage real-time communication flow between engineering, infrastructure, application teams, and business stakeholders
- Escalate critical issues to leadership and ensure transparent, timely updates throughout the incident lifecycle
- Lead post-incident processes including Root Cause Analysis (RCA) for high-severity and recurring incidents
- Produce executive-level incident reports, performance metrics, and trend analyses for leadership visibility
- Ensure accurate documentation of all incidents in ITSM tools and maintain operational records
- Identify gaps in incident response processes and contribute to continuous improvement initiatives
- Collaborate with vendors and third parties during externally driven incidents
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