VP of Incident Management & Operational Resilience

Amsterdam - Netherlands

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

Why 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 worlds 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 peoples 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.

Whats the opportunity

We are looking for a VP of Incident Management & Operational Resilience to design build and lead the companywide incident management function at 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 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 companywide incident management strategy
Set the vision strategy and operating model for global incident management and operational resilience across dLocal aligned with our NASDAQlisted public company obligations boardapproved 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 databreach and outagereporting regimes and centralbank expectations across 45 countries and regions.

Build and lead the incident management function
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 followthesun 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 oncall rotation that guarantees 24/7 executive and technical coverage for highseverity incidents.

Govern major incident execution & 24/7 global operations
Ensure that all highseverity incidents follow a structured lifecycle: detection assessment triage containment mitigation recovery and closure with handoffs and ownership clearly defined between regions (LATAM EMEA APAC North America) in a followthesun model.
Establish criteria for declaring major incidents/crises and ensure rapid mobilization of the right stakeholders including executives when needed.
Define expectations and standards for realtime decisionmaking risk tradeoffs approvals and business signoffs during incidents.
Personally act as executive sponsor and when necessary executive Incident Commander for the most critical companylevel 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 Boardlevel forums during and after major incidents.

Institutionalize learning and continuous improvement
Establish and own the postincident review process for significant incidents ensuring highquality root cause analysis clear corrective and preventive actions and accountable owners.
Create governance to track prioritize and close postincident action items and to escalate systemic issues that require investment or strategic decisions.
Use incident data to identify structural weaknesses (technology process organization capacity controls) 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 escalate appropriately.

Measure report and challenge performance
Define 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 executivelevel 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 noblame learningoriented culture.

What skills do I need

Experience
10 years of experience in roles related to incident management operations SRE/DevOps security operations or crisis management with increasing scope and complexity.
Proven experience leading major crossfunctional incidents in highavailability highrisk environments (e.g. payments fintech financial services largescale SaaS telco 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 companywide processes or frameworks (incident management BCP/DR operational risk or similar).

Leadership & communication
Strong executive presence and the 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.
Demonstrated ability to influence without formal authority align conflicting priorities and work effectively with senior stakeholders (Clevel functional heads).

Process risk & analytical skills
Structured problemsolving skills and a datadriven 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 shortterm mitigation vs. longterm resilience making and articulating tradeoffs clearly.

Domain & tooling
Familiarity with frameworks and practices such as ITIL/ITSM SRE incident command operational resilience BCP/DR.
Handson experience with some of the following (or equivalent) is a plus: monitoring/observability platforms ticketing/ITSM systems oncall and alerting tools collaboration platforms status page tools and runbook automation.
Comfort working with distributed multitimezone teams and 24/7 operations.

Nice to have

Experience interacting with regulators auditors or Boardlevel committees on topics related to incidents outages operational risk or resilience.
Exposure 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 scope.
Background in payments banking or financial infrastructure.

What success looks like in this role...

dLocal has a clear trusted and widely adopted incident management framework that is understood across all departments and regions.
Major incidents are handled in a predictable wellcoordinated way with faster time to detect and resolve and fewer repeats.
Incident communication is transparent timely and consistent building trust with customers partners regulators and internal teams.
Postincident reviews consistently lead to real improvements in technology processes controls and organization.
Incident data and learnings are actively used to shape strategy investments and risk decisions at the executive level.
The incident management function is seen as a key enabler of reliability and growth not just a reactive firefighting team.

What do we offer

Besides the tailored benefits we have for each country dLocal will help you thrive and go that extra mile by offering you:

- Flexibility: we have flexible schedules and we are driven by performance.

- Fintech industry: work in a dynamic and ever-evolving environment with plenty to build and boost your creativity.

- Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.

- Learning & development: get access to a Premium Coursera subscription.

- Language classes: we provide free English Spanish or Portuguese classes.

- Social budget: youll get a monthly budget to chill out with your team (in person or remotely) and deepen your connections!

- dLocal Houses: want to rent a house to spend one week anywhere in the world coworking with your team Weve got your back!

What happens after you apply

Our Talent Acquisition team is invested in creating the best candidate experience possible so dont worry you will definitely hear from us. We will review your CV and keep you posted by email at every step of the process!

Also you can check out ourwebpage Linkedin Instagram and Youtubefor more about dLocal!

We 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. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

Exec

Why should you 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 opera...