Incident Management Sênior

You will be responsible for structuring, implementing, and operating end-to-end the Incident Management discipline at Segura, with a focus on incidents that impact customers and SaaS. You will act as the focal point for an efficient, transparent, and high-quality response, ensuring clear communication with all stakeholders and promoting a culture of continuous improvement. You will act as Incident Commander in critical situations, defining processes, workflows, technology integrations, and leading actions for rapid resolution and recurrence prevention.

Responsibilities:

• Evolution of the Incident Management Process: Define, review, and maintain processes and workflows involving severity classification (SEV), SLAs/OLAs, escalation (hierarchical and functional), communication protocols, as well as RACI between areas.

• Automation and Integration: Manage automation projects for the incident lifecycle (e.g., orchestration via ITSM, Python scripts, integration with tools such as ServiceNow, Jira, PagerDuty), and integrations with areas such as Engineering, Product, and Support.

• Incident Response and Coordination: Act as the Incident Commander in high-severity incidents, coordinating War Rooms, facilitating clear communication and fast action among cross-functional teams.

• Crisis Management and Communication: Accelerate responses and keep stakeholders (including C-level) informed, documenting decisions and actions, ensuring transparency and efficiency in the process.

• Root Cause Analysis & Improvement: Conduct blameless PIR (Post-Incident Review) and RCA (Root Cause Analysis) sessions to diagnose failures, identify improvements, and ensure follow-up on preventive/corrective actions.

• Training and Simulation: Conduct simulation exercises, readiness assessments, team training, and capacity building for internal teams to respond to incidents, promoting a culture of operational resilience.

• Governance & Compliance: Ensure adherence to audit (SOC 2, ISO 27001) and regulatory (LGPD) requirements, maintaining audit trails of incidents and supporting communication with customers and regulators when necessary.

• Monitoring & Reporting: Monitor SLA/OLA, generate incident reports, present key performance indicators (KPI/OKR) to leadership, and identify opportunities for automation or process optimization.

• Culture of Continuous Improvement: Promote a collaborative environment with processes, using Agile/Scrum for short evolution cycles, listening to feedback from internal and external customers.

• Problem Management: Work jointly with the Problem Management function in identifying root causes and preventing new incidents.

Qualifications (Must Have):

• Proven experience in operating and managing IT/SaaS incidents, including War Room coordination, crisis management, and acting as Incident Commander;

• Strong command of ITIL v4 workflows (Incident/Problem Management), root cause analysis (RCA), and incident-related process modeling;

• Hands-on knowledge in the integration and automation of workflows in ITSM platforms (e.g., ServiceNow, Jira);

• Ability to articulate efficient communication between technical teams, business areas, and users, recording and documenting decisions and learnings;

• Customer-oriented mindset and ability to prioritize critical demands to ensure platform availability and reliability;

• Advanced English proficiency.

Nice to Have:

• Certifications: ITIL v4, PMP/PMI-ACP, ISO 27035 Practitioner;

• Experience in SaaS/Cyber technology environments, especially scalable end-customer support (B2B, B2C, or B2B2C);

• Experience with process automation (Python scripts, integration between monitoring APIs, incident & problem management);

Benefits:

• Hiring Model: “CLT” (Brazilian Labor Law)

• Health Plan (No co-participation) – Sulamérica;

• Dental Assistance (No co-participation) – Sulamérica;

• Meal Vouchers (R$1,100.00/month) – CAJU;

• Home Office Allowance (R$100.00/month);

• Wellhub;

• Birthday Day Off;

• English Classes;

• Access to ALURA (technical and personal/professional development courses);

• All necessary equipment provided to perform your activities;

• Fully remote position.