Incident Manager

Veriff is hiring an Incident Manager for its São Paulo office in Brazil.  As an Incident Manager, you will be responsible for handling and coordinating the response to critical incidents, ensuring minimal disruption to our services. You will work closely with Sales, Engineering, Security, and Customer Support teams to restore services quickly and effectively. Your ability to analyze issues, communicate effectively, and continuously improve incident resolution will be key to our success.

You’ll help us protect honest people online by:  

• Owning and managing the end-to-end lifecycle of major incidents, ensuring timely resolution
• Coordinating across Engineering, Security, and Customer Support teams to mitigate impact
• Driving root cause analysis (RCA) and follow-up actions to prevent future incidents
• Developing and maintaining incident response playbooks and documentation
• Ensuring clear and proactive communication with stakeholders throughout incidents
• Analyzing trends and patterns in incidents to identify areas for improvement
• Facilitating post-mortems and implementing best practices to enhance system resilience

You are the right future Veriffian for the job if you have/are:

• Proven experience in Major Incident Management, IT Service Management (ITSM), or a similar role
• Strong understanding of incident response frameworks, problem management, and root cause analysis (RCA) methodologies
• Familiarity with regulatory compliance standards, particularly DORA, NIS2, and GDPR
• Excellent communication and stakeholder management skills, with the ability to convey technical issues in a business-friendly manner
• Experience managing incidents in a highly regulated industry (e.g., finance, telecommunications, healthcare)
• Ability to work under pressure, make critical decisions quickly, and drive resolution in complex environments
• Proficiency in ITSM and monitoring platforms (e.g., Jira, Opsgenie, Grafana, etc.)
• Strong analytical and problem-solving skills, with a data-driven approach to continuous improvement
• Experience working with DevOps teams to support technical troubleshooting and triage
• Knowledge of Change Management processes
• ITIL certification (preferred) or equivalent experience in IT service operations

You are an especially awesome match if you have/are:

• Trilingual in English/Spanish/Portuguese
• Experience working with AWS, Kubernetes, or other cloud technologies
• Previous experience in a global high-growth, fast-paced tech environment

Location:  

Av. Paulista, 1079-Bela Vista, São Paulo, Brazil (on-site)

Why Veriff?

We are the preferred identity verification platform partner for the world’s most innovative growth-driven organizations helping conveniently verify and safeguard users anywhere in the world. We support the broadest number of identity documents from nearly every country and territory in the world - and this is continually increasing! With a diverse team in the United States, United Kingdom, Spain, and Estonia, as well as robust backing and funding from investors including Accel, Alkeon, IVP, Tiger Capital, and Y Combinator, we’re dedicated to helping businesses and individuals build a safer and more secure world. We strive to be the benchmark for trust online, and we take pride in being a positive force. 

When you join Team Veriff, we offer you the opportunity to have a real impact and advance your career, while looking after you along the way with a range of benefits designed with you in mind. Some of our favorites include...

• Stock options that ensure you share in our success
• Learning and Development and Health & Sports budgets that you are free to tailor to your own needs
• Medical insurance to ensure you're feeling great physically and mentally
• Meal voucher (40 BRL/working day)
• 1 day off per year for volunteering activities

 We are an Equal Opportunities employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability. We also know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates - so rest assured, whoever you are, we want to hear from you!

Please be informed that in the final stage of the recruitment process we may request you to go through identity verification. For more information, please see Recruitment Privacy Policy.

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