iFood

Senior System Analyst – Incident Manager

iFood

full-time

Posted on:

Location Type: Remote

Location: Brazil

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Job Level

Senior

About the role

  • Manage incidents and crises, leading communication, coordination and decision-making as Incident Manager.
  • Identify patterns, analyze root causes and implement actions to prevent recurrence of critical incidents and problems.
  • Facilitate post-incident reviews, identifying root causes, proposing improvements and tracking the execution of action plans.
  • Act as the central link between technical teams, business, legal, compliance and public relations, ensuring full alignment during crises.
  • Drive and refine critical processes related to crisis management and incident governance, promoting long-term operational stability.
  • Collaborate with architecture and SRE teams to propose improvements to systems and incident response workflows.

Requirements

  • Experience in high-criticality environments and incident management.
  • Knowledge of observability and monitoring tools (Datadog, New Relic, Sentry, etc.).
  • Intermediate or advanced English for communication in global contexts.
Benefits
  • Availability to take part in on-call shifts at off-hours (one week per month), ensuring continuous support and operational availability.
  • Communicate clearly, concisely and with empathy to interact with technical teams, leaders and non-technical stakeholders.
  • Demonstrate resilience and adaptability to operate in uncertain situations during incidents.
  • Mobilize and coordinate people during crises, ensuring engagement and focus.
  • Structure workflows, prioritize activities and document learnings with excellence.
  • Knowledge of systems architecture, cloud computing (AWS) and engineering best practices.
  • Solid knowledge of ITSM and ITIL processes (especially Incident Management, Problem Management and Change Management).
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
incident managementroot cause analysiscrisis managementprocess improvementincident response workflows
Soft Skills
communicationcoordinationdecision-makingcollaboration