VP, Incident Management

VP, Incident Management & Operational Resilience¿Tiene lo que se necesita para triunfar? La siguiente información debe ser leída atentamente por todos los candidatos.dLocal, Madrid, Community of Madrid, SpainWhy join dLocaldLocal enables the biggest companies in the world to collect payments in 40 countries in emerging markets.Global brands rely on us to increase conversion rates and simplify payment expansion effortlessly. As both a payments processor and a merchant of record where we operate, we make it possible for our merchants to enter emerging markets. Joining us means being part of an amazing global team of 1000+ teammates from 30+ nationalities, working in a flexible, remote‑first culture with travel, health, and learning benefits. We are builders, customer‑centric, and thrive on challenges.What’s the opportunityDesign, build, and lead the company‑wide incident management function at dLocal. Own the global framework, governance, and execution model for all critical incidents across the company – not only Technology. You will be accountable for how dLocal anticipates, responds to, and learns from major events impacting customers, operations, security, compliance, employees, and our reputation.Key responsibilitiesDefine and own the company‑wide incident management strategy.Set the vision, strategy, and operating model for global incident management and operational resilience across dLocal, aligned with our NASDAQ‑listed public company obligations, board‑approved risk appetite, investor expectations, and growth plans.Define and maintain a unified incident management and resilience framework including policies, processes, playbooks, severity/impact matrices, roles and responsibilities, and escalation paths for business, operational, security, and technology incidents.Ensure alignment and integration with Business Continuity, Disaster Recovery, Operational Risk, Security, and Compliance frameworks, and with global regulations and standards such as DORA, PSD2, NIS2, data‑breach and outage‑reporting regimes, and central‑bank expectations across 45+ countries and regions.Build and lead a distributed global incident management and resilience organization, with regional leaders and incident commanders in LATAM, EMEA, APAC, and North America, operating in a follow‑the‑sun, 24/7 model.Define clear ownership boundaries between the central function and domain teams (IT, Security, Operations, CS, Product, Finance, Legal, Compliance, Corporate Communications, etc.) and ensure everyone understands their role during incidents.Develop a network of trained Incident Commanders and functional responders across regions and time zones, with clear expectations and training paths, including participation in a structured, global on‑call rotation that guarantees 24/7 executive and technical coverage for high‑severity incidents.Govern major incident execution and 24/7 global operations.Ensure that all high‑severity incidents follow a structured lifecycle: detection, assessment, triage, containment, mitigation, recovery, and closure, with hand‑offs and ownership clearly defined between regions.Establish criteria for declaring major incidents/crises, and ensure rapid mobilization of the right stakeholders, including executives when needed.Define expectations and standards for real‑time decision‑making, risk trade‑offs, approvals, and business sign‑offs during incidents.Personally act as executive sponsor and, when necessary, executive Incident Commander for the most critical, company‑level events.Own incident communications and stakeholder alignment.Define and enforce standards for internal and external communications during incidents (frequency, content, channels, approvals).Ensure effective coordination with Customer Success, Commercial, Operations, Legal, Compliance, Security, and Communications/PR on messaging to merchants, partners, employees, and regulators.Provide clear, concise updates to the Executive Team and Board‑level forums during and after major incidents.Institutionalize learning and continuous improvement.Establish and own the post‑incident review process for significant incidents, ensuring high‑quality root cause analysis, clear corrective and preventive actions, and accountable owners.Create governance to track, prioritize, and close post‑incident action items, and to elevate systemic issues that require investment or strategic decisions.Use incident data to identify structural weaknesses and feed them into roadmaps, risk registers, and investment cases.Enable teams with processes, tooling, and training.Define the strategy and requirements for incident management tooling (alerting, collaboration channels, runbook systems, ticketing/workflow integration, status pages, dashboards).Partner with Tech/SRE, Security, and Operations to ensure observability, monitoring, and alerting support effective incident detection and response.Design and run training programs, simulations, and game days across the company so all teams know how to respond and upscale escalation.Measure, report, and challenge performance. Define and own incident KPIs and KRIs.Produce regular executive‑level reporting and insights on incident trends, operational risk, and readiness, with clear proposals for improvement.Challenge teams constructively on incident quality (runbooks, communications, action plans) and champion a no‑blame, learning‑oriented culture.Required skills10+ years of experience in incident management, operations, SRE/DevOps, security operations, or crisis management, with increasing scope and complexity.Proven experience leading major, cross‑functional incidents in high‑availability, high‑risk environments such as payments, fintech, financial services, large‑scale SaaS, telco, or cloud.5+ years in people leadership roles, building and leading teams and/or programs that cut across multiple departments or regions.Experience designing and implementing company‑wide processes or frameworks (incident management, BCP/DR, operational risk, or similar).Strong executive presence and ability to lead under pressure, making decisions with incomplete information and bringing clarity in ambiguous situations.Excellent communication skills in English, both written and spoken, with the ability to tailor messages to ICs, managers, executives, customers, and external stakeholders.Ability to influence without formal authority, align conflicting priorities, and work effectively with senior stakeholders (C‑level, functional heads).Structured problem‑solving skills and a data‑driven mindset, comfortable working with metrics, trends, and root cause analysis.Strong understanding of operational risk, business continuity, and control environments, ideally in a regulated or audited context.Ability to balance short‑term mitigation vs. long‑term resilience, making and articulating trade‑offs clearly.Familiarity with frameworks and practices such as ITIL/ITSM, SRE, incident command, operational resilience, BCP/DR.Hands‑on experience with monitoring/observability platforms, ticketing/ITSM systems, on‑call and alerting tools, collaboration platforms, status page tools, and runbook automation.Comfort working with distributed, multi‑time‑zone teams and 24/7 operations.Nice to haveExperience interacting with regulators, auditors, or Board‑level committees on incidents, outages, operational risk, or resilience.Exposure to SOC 1/2, ISO 27001, PCI DSS, DORA, or operational resilience regulations.Background in payments, banking, or financial infrastructure.Success metricsdLocal has a clear, trusted, and widely adopted incident management framework understood across all departments and regions.Major incidents are handled predictably, with faster detection and resolution, and fewer repeats.Incident communication is transparent, timely, and consistent, building trust with customers, partners, regulators, and internal teams.Post‑incident reviews drive real improvements in technology, processes, controls, and organization.Incident data and learnings shape strategy, investments, and risk decisions at the executive level.Incident management function is seen as a key enabler of reliability and growth, not just a reactive firefighting team.BenefitsRemote work: work from anywhere or one of our offices around the globe.Flexibility: flexible schedules driven by performance.Fintech environment: dynamic and ever‑evolving workplace.Referral bonus program.Learning & development: Premium Coursera subscription.Language classes: free English, Spanish, or Portuguese lessons.Social budget: monthly budget for team activities.dLocal Houses: opportunities to rent a house for coworking.How to applyOur Talent Acquisition team will review your CV and keep you posted at every step of the process. xsgfvud We may use AI tools to support parts of the hiring process, but final hiring decisions are made by humans.Seniority levelNot ApplicableEmployment typeFull‑timeJob functionInformation TechnologyReferrals increase your chances of interviewing at dLocal by 2x.#J-18808-Ljbffr