Senior Incident Manager

**WHO WE ARE**

At Trustly, we’re on a mission to deliver a better way to pay and get paid. Consumers deserve a payment option that prioritizes financial responsibility, and merchants should have the independence to accept payments without unnecessary costs. This mission drives everything we do.

We’re revolutionizing the payments industry by making Pay by Bank the new standard at checkout, providing a smarter payment option to credit and debit cards. For merchants and consumers, this means the freedom to make and receive payments with greater security and ease.

Fueled by this purpose, we’ve grown into a global network connecting 9,000 merchants to 650 million consumers through 12,000 banks across 33 countries, processing over $58 billion annually. As the leader in Pay by Bank, we aim to redefine the payments experience by delivering exceptional products and unmatched value.

With regional offices in Vitória, Brazil and Silicon Valley, USA, and our global headquarters in Stockholm, Sweden, we are a diverse team that spans over 30 nationalities. Embracing a culture of innovation and collaboration, our 'work from anywhere' policy allows employees in Brazil, the U.S., and Canada to work remotely within their country of residence, enabling flexibility while staying connected to our global team.

At Trustly, we believe that inclusion and diversity are essential foundations for building a fair and equitable society. We do not discriminate based on race, religion, ancestry, color, national origin, gender identity, sexual orientation, age, citizenship, marital status, or disability status. Our main goal is to provide a fair, welcoming, diverse environment with opportunities for all collaborators. The stages of our selection process take place online and without distinction of any kind.

Now is the perfect time to join us and help accomplish our mission. If you’re inspired by purpose, thrive in a fast-paced and entrepreneurial environment, and are ready to shape the future of payments, we’d love to hear from you

**About the role**

This position is an individual contributor to continuous monitoring to ensure that the company's infrastructure and services operate reliably, scalably and efficiently with maximum system availability and performance, anticipating and proactively resolving problems before they affect users.

**What you will do**:
- Guide a team of SREs: Provide technical guidance, mentorship, and support to a team of SRE engineers. Foster a collaborative and inclusive team environment. Define the roadmap following business requirements and collaborate with the team to ensure the execution aligning the priorities with business requirements.
- Incident management: Lead incident response efforts, identify root causes, and implement preventative measures to minimize future incidents.
- Automation and tooling: Drive automation initiatives, develop and maintain tools, scripts, and frameworks to streamline deployment, monitoring, and troubleshooting processes.
- Generate regular reports on system reliability, uptime, and performance metrics to provide insights and visibility to stakeholders.
- Collaborate with cross-functional teams to define key performance indicators (KPIs) and develop reporting frameworks to track and monitor system health and operational efficiency.
- Do capacity planning for infrastructure based on environment metrics and expected growth.
- Prepare executive-level reports summarizing incidents, their resolutions, and recommendations for improvements.
- Present findings, trends, and recommendations to management and stakeholders, providing actionable insights to drive decision-making processes.

**Who you are**:
- B.S. in Computer Science or a related field.
- Experience leading DevOps or SRE teams.
- IT project management experience.
- Expertise with scripting languages such as shell script and Python.
- Experience with supporting critical services in production in the cloud (AWS) and on-premises
- Experience with network technologies and with system, security, and network monitoring tools;
- Technical knowledge of Databases and Linux operating system, its standards and best practices for keeping services up and running;
- Proactive approach to spotting problems, areas for improvement, removing the manual process and toil using code, and fixing performance concerns using code
- Experience with building SLAs, SLIs, SLOs, and error budget, based on business rules.
- Advanced English**Skills**:
- Strong communication and negotiation abilities
- Relational profile
- Ownership and macro vision of company structures
- Capacity to work under pressure
- Understand business language and intermediate technical and business communication
- Clearly understanding of urgency and priority
- Ability to critically analyze, synthesize and problem-solving

**Our perks and benefits**:
- Bradesco health and dental plan, for you and your dependents, with no co-payment cost;
- Life insurance with differentiate