Senior Incident Manager (SRE)

TL;DR

Senior Incident Manager (SRE): Managing major incident response, release processes, and operational reliability for a global customer engagement platform with an accent on scalability, observability, and cross-departmental process standardization. Focus on driving incident resolution, leading blameless post-mortems, and translating technical risks into business impact.

Location: Hybrid role based in São Paulo

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 low-level incidents and release regressions across Security, IT, DevOps, and Product Engineering.
• Act as Incident Commander to drive resolution by collaborating with Engineering, Technical Support, and Customer Success teams.
• Oversee the incident management process and prioritize issues based on business urgency and impact.
• Lead projects to improve tools and processes related to manageability, observability, and system resiliency.
• Contribute to the blameless post-mortem process and prioritize action items for site reliability.
• Manage the daily release process and escalate release-related issues to resolution.

Requirements

• 5+ years of experience in incident management, operations, or technical support.
• Strong technical background with experience in observability and documentation tools like Jira, Confluence, or Datadog.
• Foundational understanding of release management, DevOps, and SRE concepts.
• Proven ability to communicate critical issue status to executive staff and stakeholders.
• Demonstrated ability to lead, make decisions, and prioritize tasks in high-pressure environments.
• Experience leading technical incidents and driving them to resolution.

Culture & Benefits

• Competitive compensation packages including equity and stock purchase plans.
• Comprehensive medical, dental, vision, life, and disability insurance plans.
• Flexible paid time off and family services including parental leave.
• Professional development support with learning stipends and career pathing.
• Hybrid work environment designed to foster community and innovation.
• Access to Employee Resource Groups and company-wide volunteer opportunities.