Senior Incident Management Analyst

p At strong EBANX /strong , 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 than strong 29 countries, with offices in Curitiba, São Paulo, Shanghai, Singapore, and Johannesburg /strong . In total, we are strong 700+ /strong ebankers spread across the world, connecting companies like strong Uber, Netflix, Spotify, TikTok, Canva, Shopee, Meta, and Shein /strong to millions of consumers in emerging markets—creating new opportunities and revolutionizing the future of digital payments. /p p Our mission is clear: strong to give global access to everyone /strong . We are guided by the motto strong #TamoJunto /strong , which translates into four key pillars: strong Shape Tomorrow, Evolve Fast, Make It Happen, and Unlock The World. /strong /p p 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. /p p 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 strong Out Of The Ordinary /strong . /p p The nbsp; strong data-stringify-type= bold Incident Management Analyst – Senior /strong nbsp;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. /p hr h3 nbsp; /h3 h3 strong What your day-to-day will look like /strong /h3 ul data-spread= false li Act as the strong Incident Commander /strong during critical and high-impact incidents, coordinating multiple technical and business teams toward effective resolution; /li li Assess, classify, prioritize, and escalate incidents based on severity, business impact, and urgency; /li li Lead strong war rooms /strong , establishing clear ownership, aligning diagnosis and action plans, tracking timelines, and driving decisions until service is restored; /li li Ensure strong clear, structured, and continuous communication /strong with technical teams, business stakeholders, leadership, and external partners throughout the incident lifecycle; /li li Manage technical and executive escalations, ensuring the right stakeholders are involved at the right moment; /li li Track and ensure compliance with strong SLAs, response times, and key incident metrics /strong , including MTTD, MTTA, and MTTR; /li li Validate incident closure and ensure proper documentation, evidence, timelines, decisions, and governance records are captured; /li li Lead and support strong post-mortems and Root Cause Analyses (RCAs) /strong , transforming incidents into actionable learnings and ensuring preventive and corrective actions are defined and followed through; /li li Proactively identify operational risks, recurring patterns, and opportunities to strengthen incident management practices; /li li Contribute to the evolution of strong processes, playbooks, runbooks, escalation paths, and operational rituals /strong , helping us build an increasingly scalable and resilient incident management operation; /li li Partner with Technology, Product, Operations, and other teams to continuously improve incident readiness and response; /li li Act as a technical and behavioral reference for junior analysts, sharing knowledge and helping raise the maturity of the team. /li /ul h3 strong What you need to shine in this role /strong /h3 ul data-spread= false li Solid experience in strong Incident Management /strong within critical and high-availability environments, such as payments, technology, 24x7 operations, NOC, SOC, or Comman