Senior Incident Management Analyst (Fintech)

Location: Onsite in Curitiba, Brazil

Company

hirify.global is a global digital payments company connecting businesses with consumers in emerging markets across more than 29 countries.

What you will do

• Act as Incident Commander during critical and high-impact incidents, coordinating technical and business teams through resolution.
• Assess, prioritize, escalate, and manage incidents based on severity, urgency, and business impact.
• Lead war rooms, align diagnosis and action plans, track timelines, and drive decisions until services are restored.
• Maintain structured communication with technical teams, business stakeholders, leadership, and external partners.
• Track SLAs, response times, MTTD, MTTA, MTTR, and other incident metrics while ensuring complete closure documentation.
• Lead post-mortems and RCAs, define corrective and preventive actions, and improve playbooks, runbooks, escalation paths, and operational practices.

Requirements

• Solid Incident Management experience in critical, high-availability environments such as payments, technology, 24x7 operations, NOC, SOC, or Command Centers.
• Ability to coordinate complex incidents, make decisions under pressure, and manage technical and executive escalations.
• Strong communication and stakeholder management skills, including translating technical risks and impacts for non-technical audiences.
• Hands-on experience with SLAs, operational KPIs, incident metrics, and ITIL or similar governance frameworks.
• Strong ownership, analytical judgment, accountability, and continuous improvement mindset.
• Advanced English proficiency required for communication with global teams and international stakeholders.

Nice to have

• ITIL, COBIT, ISO 20000, or similar certifications.
• Experience in payments, fintech, financial services, or large-scale digital platforms.
• Experience with monitoring, observability, alerting, and incident management tools.
• Experience leading RCAs, developing preventive actions, mentoring colleagues, or supporting global 24x7 operations.

Culture & Benefits

• Annual performance bonus based on company results.
• Monthly meal allowance and medical and dental plans with dependent coverage.
• Financial assistance for undergraduate, graduate, and MBA programs.
• Budget for courses, certifications, workshops, and language classes.
• Semi-flexible hours, birthday day off, year-end break, and well-being programs.