Technical Incident Leader - São Paulo/SP

About the role

We are looking for a Senior Incident Manager to coordinate incidents in an operation serving North America, with a coordination and governance role. The selected person will be responsible for mobilizing and leading client teams and various vendors until incident restoration.

Responsibilities

• Coordinate incidents until resolution.
• Lead crisis rooms.
• Act as the central point of communication with users, technical teams, and stakeholders.
• Ensure tracking of SLAs, actions, owners, and escalations.
• Prepare management reports, monitor KPIs, and present performance indicators.
• Support Post-Incident Reviews and continuous improvement initiatives.

Requirements

• Experience in Incident Management and ITIL practices.
• Experience in multi-vendor environments and coordinating multidisciplinary teams.
• Fluent English, with the ability to lead meetings and interact directly with users and stakeholders in North America.

Preferred qualifications

• Knowledge of ITSM tools, preferably ServiceNow.

Behavioral competencies

• Excellent communication with different audiences, from users to executives.
• Leadership and ability to mobilize teams in crisis scenarios.
• Sense of urgency and results focus under pressure.
• Proactive mindset oriented toward continuous improvement.

The role supports an operation with coverage in North America, requiring availability to interact with international stakeholders.