Mid-Level Incident Management Analyst

EBANX is the leading payment platform connecting global companies with customers from the fastest-growing digital markets in the world. 

Since the beginning of our journey, we have had one mission: to provide global access for everyone. We believe that transforming challenges into opportunities and making the impossible part of the journey is crucial! That's precisely why we created a payment technology that builds bridges between people and businesses every day in 29 rising markets across the globe. 

We call ourselves ebankers, we are global thinkers, we value diversity, we foster creativity and we work hard to connect businesses and people worldwide through payments. Let's make history together?

As an Incident Analyst, your mission will be to ensure the effective management and resolution of incidents, providing continuity and coordination for escalations initiated by the Command Center. You will be responsible for overseeing the incident response process, minimizing downtime, and ensuring incidents are resolved efficiently and within the established SLAs, always aligned with business priorities and operational needs.

Key Responsibilities:

• Incident Management.
• Escalation Coordination.
• Communication with Stakeholders.
• Root Cause Analysis.
• Post-Incident Review.
• Process Improvement.
• Compliance and Reporting.
• Training and Awareness.

Key Requirements for This Position:

• Bachelor's degree in Information Technology, Business Administration, or related fields.
• Proven experience in incident management or similar roles, preferably in technology or financial environments.
• Familiarity with ITIL and incident management frameworks.
• Strong knowledge of incident response protocols, escalation processes, and SLAs.
• Problem-solving and analytical skills.
• Strong communication skills and the ability to work under pressure.
• Experience with incident management tools and ticketing systems.
• Advanced English.
• ITIL certification or similar incident management certifications.

Differentials:

• Experience in the fintech or payment industry.
• Knowledge of business continuity and disaster recovery processes.

EBANX offers:

• Spanish, English, and Portuguese classes;
• Meal Allowance;
• Transportation voucher (if needed);
• WAVES - Program of goals and results (variable compensation);
• EBANX Play - Wellness (Gympass, e-Sports, SESC );
• EBANX Education: financial support for undergraduate, graduate, and MBA programs so you can develop important skills for your career;
• EBANX Skills: budget for workshops and courses;
• EBANX Flexible: Birthday Day Off;
• Semi-flexible hours (8 hours a day - Monday to Friday);
• EBANX Family: Daycare assistance, extended leave for caregivers and support program for children and pregnant women;
• EBANX Health: Health and Dental Insurance, with subsidy for dependents and medicine subsidy for ebankers;
• Life Insurance: Life Insurance 100% paid by EBANX;
• Blue Club: Exclusive discount for ebankers in bakeries, restaurants, courses, electronics stores, and more!

Follow us on LinkedIn and check out our Instagram to learn more about the #ebanxlife.