VP, Incident Management

VP, Incident Management & Operational ResilienceDescubra si esta oportunidad es adecuada para usted leyendo toda la información que sigue a continuación.Join to apply for theVP, Incident Management & Operational Resiliencerole atdLocalWhy should you join dLocal?dLocal 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 make inroads into the world’s fastest-growing, emerging markets.By joining us you will be a part of an amazing global team that makes it all happen, in a flexible, remote‑first dynamic culture with travel, health and learning benefits, among others. Being a part of dLocal means working with 1000+ teammates from 30+ different nationalities and developing an international career that impacts millions of people’s daily lives. We are builders, we never run from a challenge, we are customer‑centric, and if this sounds like you, we know you will thrive in our team.What’s the opportunity?We are looking for a VP of Incident Management & Operational Resilience to design, build, and lead the company‑wide incident management function at dLocal. This role owns 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. You will work closely with business, operations, technology, and risk leaders to ensure incidents are handled in a consistent, predictable, and transparent way.What will I be doing?Define and own the company‑wide incident management strategySet 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 plansDefine 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 incidentsEnsure 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 regionsBuild and lead the incident management functionBuild 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 modelDefine 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 incidentsDevelop 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 incidentsGovern major incident execution & 24/7 global operationsEnsure 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 (LATAM, EMEA, APAC, North America) in a follow‑the‑sun modelEstablish criteria for declaring major incidents/crises, and ensure rapid mobilization of the right stakeholders, including executives when neededDefine expectations and standards for real‑time decision‑making, risk trade‑offs, approvals, and business sign‑offs during incidentsPersonally act as executive sponsor and, when necessary, executive Incident Commander for the most critical, company‑level eventsOwn incident communications and stakeholder alignmentDefine 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 regulatorsProvide clear, concise updates to the Executive Team and Board‑level forums during and after major incidentsInstitutionalize learning and continuous improvementEstablish and own the post‑incident review process for significant incidents, ensuring high‑quality root cause analysis, clear corrective and preventive actions, and accountable ownersCreate governance to track, prioritize, and close post‑incident action items, and to expedite systemic issues that require investment or strategic decisionsUse incident data to identify structural weaknesses (technology, process, organization, capacity, controls) and feed them into roadmaps, risk registers, and investment casesEnable teams with processes, tooling, and trainingDefine 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 responseDesign and run training programs, simulations, and game days across the company so all teams know how to respond and elevate appropriatelyMeasure, report, and challenge performanceDefine and own incident KPIs and KRIs (e.g. MTTD, MTTR, incident volume by type/severity, recurrence rate, SLA/SLO breaches, comms timeliness, business impact)Produce regular executive‑level reporting and insights on incident trends, operational risk, and readiness, with clear proposals for improvementChallenge teams constructively on incident quality (runbooks, communications, action plans) and champion a no‑blame, learning‑oriented cultureWhat skills do I need?10+ years of experience in roles related to incident management, operations, SRE/DevOps, security operations, or crisis management, with increasing scope and complexityProven experience leading major, cross‑functional incidents in high‑availability, high‑risk environments (e.g. payments, fintech, financial services, large‑scale SaaS, telco, cloud)5+ years in people leadership roles, building and leading teams and/or programs that cut across multiple departments or regionsExperience designing and implementing company‑wide processes or frameworks (incident management, BCP/DR, operational risk, or similar)Strong executive presence and the ability to lead under pressure, making decisions with incomplete information and bringing clarity in ambiguous situationsExcellent communication skills in English, both written and spoken, with the ability to tailor messages to ICs, managers, executives, customers, and external stakeholdersDemonstrated 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 analysisStrong understanding of operational risk, business continuity, and control environments, ideally in a regulated or audited contextAbility to balance short‑term mitigation vs. long‑term resilience, making and articulating trade‑offs clearlyFamiliarity with frameworks and practices such as ITIL/ITSM, SRE, incident command, operational resilience, BCP/DRHands‑on experience with some of the following (or equivalent) is a plus: monitoring/observability platforms, ticketing/ITSM systems, on‑call and alerting tools, collaboration platforms, status page tools, and runbook automationComfort working with distributed, multi‑time‑zone teams and 24/7 operationsNice to haveExperience interacting with regulators, auditors, or Board‑level committees on topics related to incidents, outages, operational risk, or resilienceExposure to standards such as SOC 1/2, ISO 27001, PCI DSS, DORA, or operational resilience regulations, especially where incident management and business continuity are in scopeBackground in payments, banking, or financial infrastructureWhat Success Looks Like In This RoledLocal has a clear, trusted, and widely adopted incident management framework that is understood across all departments and regionsMajor incidents are handled in a predictable, well‑coordinated way, with faster time to detect and resolve, and fewer repeatsIncident communication is transparent, timely, and consistent, building trust with customers, partners, regulators, and internal teamsPost‑incident reviews consistently lead to real improvements in technology, processes, controls, and organizationIncident data and learnings are actively used to shape strategy, investments, and risk decisions at the executive levelThe incident management function is seen as a key enabler of reliability and growth, not just a reactive firefighting teamWhat do we offer?Remote work: work from anywhere or one of our offices around the globe*Flexibility: we have flexible schedules and we are driven by performanceFintech industry: work in a dynamic and ever‑evolving environment, with plenty to build and boost your creativityReferral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewardedLearning & development: get access to a Premium Coursera subscriptionLanguage classes: we provide free English, Spanish, or Portuguese classesSocial budget: you'll get a monthly budget to chill out with your team (in person or remotely) and deepen your connectionsdLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team? We’ve got your backFor people based in Montevideo (Uruguay) applying to non‑IT roles, 55% monthly attendance to the office is requiredWhat happens after you apply?Our Talent Acquisition team is invested in creating the best candidate experience possible, so don’t worry, you will definitely hear from us. We will review your CV and keep you posted by email at every step of the processWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. xsgfvud Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.#J-18808-Ljbffr