Incident Management Analyst - Senior
At EBANX, 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 29 countries, with offices in Curitiba, São Paulo, Shanghai, Singapore, and Johannesburg. In total, we are 700+ ebankers spread across the world, connecting companies like Uber, Netflix, Spotify, TikTok, Canva, Shopee, Meta, and Shein to millions of consumers in emerging markets—creating new opportunities and revolutionizing the future of digital payments.
Our mission is clear: to give global access to everyone. We are guided by the motto #TamoJunto, which translates into four key pillars: Shape Tomorrow, Evolve Fast, Make It Happen, and Unlock The World.
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.
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 Out Of The Ordinary.
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.
What your day-to-day will look like
- Act as the Incident Commander during critical and high-impact incidents, coordinating multiple technical teams.
- Perform incident classification, prioritization, and escalation based on severity, impact, and urgency matrices.Ensure clear, structured, and continuous communication with internal and external stakeholders throughout the incident lifecycle.
- Lead war rooms, aligning diagnosis, action plans, timelines, and ownership.
- Track and ensure compliance with SLAs, response times, and resolution metrics (MTTD, MTTA, MTTR).
- Validate incident closure and ensure proper documentation, evidence, and governance records.
- Lead or support post-mortems / RCAs, ensuring continuous learning and preventive actions.
- Proactively identify operational risks and opportunities to improve incident management processes.
- Support the evolution of processes, playbooks, runbooks, and operational rituals.
- Act as a technical and behavioral reference for junior analysts.
What you need to shine in this role
- Solid experience in Incident Management within critical environments (payments, technology, 24x7 operations, NOC, SOC, or Command Center).
- Strong ability in coordination, decision-making, and leadership under pressure.
- Experience with technical and executive escalation.
- Excellent verbal and written communication skills, with the ability to translate technical topics for non-technical audiences.
- Hands-on experience with SLAs, operational KPIs, and incident metrics.
- Practical knowledge of governance frameworks such as ITIL or similar.
- Advanced English for communication with global teams and international stakeholders.
Bonus points if you have
- Certifications such as ITIL, COBIT, ISO 20000, or similar.
- Experience in payments, fintechs, or digital platforms.
- Experience with monitoring, observability, and incident management tools.
- Experience conducting structured RCAs and prevention plans.
- Previous experience as a technical reference or informal leader in operational teams.
Behavioral Profile
- Calm, analytical, and objective posture in crisis situations.
- Strong sense of ownership and accountability.
- Ability to influence and engage multiple teams.
- Continuous improvement mindset with strong business impact focus.
- Clear, firm, and respectful communication.
EBANX offers:
- Performance Bonus: Annual bonus program based on company results.
- Meal Allowance: Monthly allowance to support your meals.
- EBANX Education: Financial assistance for undergraduate, graduate, and MBA programs to support your professional growth.
- EBANX Skills: Dedicated budget for courses, certifications, and workshops to encourage continuous learning.
- Language Classes: Language classes to support your personal and professional development.
- Health & Well-being: Medical and dental plans with extensive coverage, including support for dependents and wellness programs.
Flexible Work Culture: Semi-flexible hours, additional day off on your birthday, and year-end break to support work-life balance. - Well-being Program: Access to activities and resources that promote physical and mental health.
Learn more about our #ebanxlife on LinkedIn and Instagram, and see what it’s like to be part of a global team that breaks barriers, creates opportunities, and celebrates every achievement together.
✨ An Out Of The Ordinary career is waiting for you here!
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