IT Service Operations Lead/Incident Manager

• Continuous corporate training.
• Free English classes in small groups.
• Constant personal mentoring and support.
• Participation in conferences, events, and technology communities.
• Flexible compensation (Cobee) for restaurant, transportation, training, and childcare.
• Health insurance with Cigna, Adeslas, or Sanitas.
• Wellness program for emotional and psychological well-being.

• Solid and Senior track record in IT Operations, Service Management, or Incident Management (Incident Manager role).
• Demonstrable experience defining and implementing incident management flows.
• Demonstrable experience in high-criticality and regulated environments such as Fintech, Banking, or Payment Methods.
• Demonstrated skill and fluency to present figures, cases, failures, and impacts to Directors and C-level roles.
• Proven ability to coordinate multidisciplinary teams and lead crisis situations under pressure.

• Governance and Operational Strategy: You will define and evolve the technology governance model, establishing escalation circuits, operating procedures, and cross-functional coordination mechanisms among 9 technical teams.
• Definition of Operational Flows: You will design and define robust incident management flows to ensure agile and orderly responses to risk situations or service degradation.
• Compliance Assurance: You will ensure strict compliance with current financial regulations (PCI DSS, DORA).
• Critical Incident and Crisis Management: As Incident Manager, you will lead the incident management desk (P1 and P2), coordinating War Rooms, facilitating technical decision-making under pressure, and executing technical, functional, and executive escalations.
• MTTR Optimization: You will supervise and optimize service diagnosis and recovery times.
• Problem Management and Resilience: You will lead post-mortem root cause analyses (RCA), driving data-driven preventive and corrective actions to avoid failure recurrence.
• Observability Strategy: Together with the technical teams, you will define the observability model (logs, metrics, traces) and reduce false positives to improve early alerting capabilities.
• KPI and SLO Control: You will establish and drive key performance, availability, and platform stability indicators.
• Communication and Executive Reporting: You will act as a direct interlocutor with Management and the Steering Committee, with the fluency to present figures, cases, and failures, and to translate complex technical situations into direct business impact.

• 23 vacation days + December 24th and 31st off.
• 1 day for professional events and 3 days for personal reconciliation.
• Reduced hours in August and intensive workday every Friday of the year.
• 100% Remote Work: You will work remotely, with some flexibility to adapt your schedule, although it will depend on the project you are on.

• Ability to understand, question, and validate complex technical decisions.
• Mastery of ITIL frameworks and SRE practices.
• Deep knowledge of the lifecycle of incidents, problems, changes, and releases.
• Architectures: Microservices, APIs, and distributed environments.
• Infrastructure: Cloud (AWS), Docker, CI/CD (Jenkins), Git.
• Databases: Relational and NoSQL (PostgreSQL, MySQL, MongoDB).
• Observability: Log tools, metrics, and operational dashboards.

We are looking for someone who...

• Has cross-functional leadership skills, capable of mobilizing and aligning 9 teams without direct hierarchical authority.
• Maintains structure, composure, and clear priorities during high-impact crises (thrives under pressure).
• Has a systemic vision to understand the platform as an interdependent ecosystem.
• Possesses executive communication skills to report concisely to Management, focusing on business impact.
• Demonstrates ownership and full accountability for the problem lifecycle until resolution.
• Availability for 24x7 on-call rotations.