Incident Management Analyst - Senior

EBANX is the leading payment platform connecting global companies with customers from the fastest-growing digital markets in the world. 

Since the beginning of our journey, we have had one mission: to provide global access for everyone. We believe that transforming challenges into opportunities and making the impossible part of the journey is crucial! That's precisely why we created a payment technology that builds bridges between people and businesses every day in 29 rising markets across the globe. 

We call ourselves ebankers, we are global thinkers, we value diversity, we foster creativity and we work hard to connect businesses and people worldwide through payments. Let's make history together?

As Incident Management Analyst - Senior, your mission will be Manage incidents both strategically and operationally, ensuring swift response, team coordination, stakeholder communication, and continuous improvement of processes.

You will also be responsible for:

• Leading the incident management process, from detection to resolution and closure;
• Acting as the main point of contact during crises, coordinating communication between technical and business teams;
• Ensuring proper engagement of squads and stakeholders according to defined protocols;
• Creating and reviewing incident reports (post-mortems), identifying root causes and areas for improvement;
• Supporting the evolution of incident management processes, including SLA definitions, metrics, and automation;
• Working closely with SRE, Engineering, Product, and Operations teams to prevent recurrences;
• Leading management rituals such as war rooms, weekly reviews, and incident response training;
• Monitoring dashboards and alerts related to payment transactions;
• Identifying and flagging abnormal behaviors or potential instabilities;
• Logging incidents and supporting communication with involved teams;
• Escalating to the appropriate teams as per defined workflows.
• Create executive incident reports focused on clearly communicating impact, actions taken, lessons learned, and prevention plans to support decision-making by leaders and stakeholders.

Main requirements for this position:

• Solid experience in incident management within high-availability and large-scale environments;
• Excellent communication skills during crises and the ability to manage multiple stakeholders;
• Technical understanding to assess failure scenarios and support initial diagnostics;
• Familiarity with monitoring, alerting, and ITSM tools (e.g., Grafana, PagerDuty, Jira, ServiceNow);
• Strong organizational skills, proactivity, and the ability to lead under pressure;
• Knowledge of the online payments ecosystem (gateway, acquirer, payment methods);
• Experience with monitoring tools (Grafana, Kibana, Prometheus, or similar);
• Availability for on-call or emergency shift rotations when needed.

What else would be a plus? 

• Bachelor’s degree in Information Technology, Engineering, Computer Science, or related fields.
• Postgraduate studies or certifications in ITIL, SRE, DevOps, or Service Management are considered a plus.
• Ability to build executive and technical reports with business impact analysis;
• Knowledge in data analysis and automation of operational processes;
• Fluent English.
  
  

EBANX offers:

• Spanish, English, and Portuguese classes;
• Meal Allowance;
• Transportation voucher (if needed);
• WAVES - Program of goals and results (variable compensation);
• EBANX Play - Wellness (Gympass, e-Sports, SESC );
• EBANX Education: financial support for undergraduate, graduate, and MBA programs so you can develop important skills for your career;
• EBANX Skills: budget for workshops and courses;
• EBANX Flexible: Birthday Day Off;
• Semi-flexible hours (8 hours a day - Monday to Friday);
• EBANX Family: Daycare assistance, extended leave for caregivers and support program for children and pregnant women;
• EBANX Health: Health and Dental Insurance, with subsidy for dependents and medicine subsidy for ebankers;
• Life Insurance: Life Insurance 100% paid by EBANX;
• Blue Club: Exclusive discount for ebankers in bakeries, restaurants, courses, electronics stores, and more!

Follow us on LinkedIn and check out our Instagram to learn more about the #ebanxlife.