Incident Manager II

Location: São Paulo; hybrid work

Company

hirify.global is a customer engagement platform that helps brands deliver personalized experiences through cross-channel messaging, journey orchestration, and AI-powered decisioning.

What you will do

• Create, communicate, and execute incident response strategies for low-level incidents and release regressions across Security, IT, DevOps, and Product Engineering.
• Command incidents and drive resolution in partnership with Engineering, Technical Support, and Customer Success.
• Lead projects improving manageability, observability, resiliency, tools, and operational processes.
• Oversee incident management, prioritize incidents by urgency and business impact, and coordinate the people involved in resolution.
• Contribute to blameless post-mortems and prioritize site reliability and resiliency action items.
• Lead the daily release process and escalate release-related issues through resolution.

Requirements

• Experience in incident management, operations, or technical support.
• Experience leading technical incidents and driving them to resolution, either on an on-call team or as an incident manager.
• Ability to communicate critical issue status verbally and in writing to executive staff, go-to-market teams, and other stakeholders.
• Ability to build and maintain relationships with key stakeholders across the business.
• Ability to lead, make decisions, solve problems, work within teams, and move flexibly between team roles.
• Ability to prioritize and execute tasks effectively in a high-pressure environment.
• Strong technical background and experience with reporting, documentation, and observability tools such as Jira, Confluence, Datadog, or equivalent.
• Foundational understanding of release management, DevOps, and SRE.
• Operational excellence, data-driven decision-making, and experience building and managing reports and data to minimize risk.

Culture & Benefits

• Hybrid ways of working with a curated in-office experience focused on community, connection, and innovation.
• Competitive compensation that may include equity, retirement plans, and an employee stock purchase plan.
• Flexible paid time off and comprehensive medical, dental, vision, life, and disability benefits.
• Family services including fertility benefits and equal paid parental leave.
• Professional development through career pathing, learning platforms, and a yearly learning stipend.
• Collaborative, transparent, inclusive culture with employee resource groups, volunteer opportunities, and donation matching.

Hiring process

• AI-assisted tools may analyze application materials and support interview scheduling, recording, and note summarization; recruiting teams remain responsible for hiring decisions.
• Candidates may opt out of AI-assisted application review through the application form and may request information, manual review, or contest a decision by contacting the Talent Acquisition team.