Incident Manager

TL;DR

Incident Manager: Driving major incident response, release management, and process standardization across engineering departments with an accent on scalability, observability, and resiliency. Focus on leading cross-functional collaboration, managing post-mortem processes, and translating technical risks into business impact.

Location: Must be based in or able to work from São Paulo (Hybrid)

Company

hirify.global is a leading customer engagement platform that empowers brands to deliver personalized, AI-powered customer experiences across multiple channels.

What you will do

• Execute incident response strategies for security, IT, and product engineering incidents.
• Drive resolution of critical incidents by collaborating with Engineering, Support, and Customer Success teams.
• Oversee the incident management process and prioritize issues based on business impact.
• Lead the daily release process and manage release-related escalations.
• Contribute to blameless post-mortem processes to drive site reliability and resiliency improvements.
• Translate complex technical issues into clear business cases and risk assessments for stakeholders.

Requirements

• Experience in incident management, technical operations, or technical support.
• Strong technical background with tools like Jira, Confluence, and Datadog.
• Foundational understanding of release management, DevOps, and SRE concepts.
• Ability to communicate critical issue status effectively to executive staff and cross-functional teams.
• Proven ability to prioritize tasks and lead decision-making in high-pressure environments.
• Must be based in or able to work from São Paulo.

Culture & Benefits

• Competitive compensation including equity and stock purchase plans.
• Comprehensive medical, dental, and vision benefit plans.
• Flexible paid time off and parental leave policies.
• Professional development support with learning stipends and career pathing.
• Collaborative, transparent, and inclusive work environment.
• Curated in-office experience designed to foster community and innovation.