Incident Analyst

We are a collective group of fearless people with a clear purpose: to empower professionals around the world through intelligent workflow automation software. Currently, more than 500 people across 7 countries work with us, remotely or in a hybrid way, to make life easier for over 3,000 companies using Pipefy in more than 180 countries. Since our founding in 2015, we have put people at the center of everything we do, so we invite you to learn more about this position and apply to be part of our team.

Job Description:

The Incident Management Analyst is responsible for leading the coordination and communication of critical incidents impacting our platform and customers. This role ensures that incidents are handled with urgency, transparency, and efficiency — minimizing business impact and maintaining customer trust. The ideal candidate has strong communication skills, technical curiosity, and thrives under pressure, acting as a bridge between technical teams and stakeholders during high-impact situations.

Main Responsibilities:

• Act as the primary point of contact during high-priority incidents (SEV1/SEV2), driving incident response processes end-to-end.
• Coordinate internal stakeholders (Support, Engineering, Product, Revenue) to ensure timely resolution and clear ownership.
• Facilitate incident calls and manage incident communication updates across multiple channels (status page, email, internal Slack).
• Ensure accurate, timely Root Cause Analyses (RCA) are delivered and shared with customers and internal stakeholders.
• Maintain and improve the incident management process, including SLAs, templates, and best practices.
• Monitor and report incident metrics (MTTR, MTTD, etc.), identifying trends and opportunities for continuous improvement.
• Collaborate with Engineering and Support teams to proactively prevent recurring incidents.
• Assist in developing and maintaining the incident response playbook.

Requirements:

• Excellent written and verbal communication skills in English and Portuguese..
• Ability to remain calm and lead under pressure during critical incidents.
• Strong analytical and problem-solving skills; curiosity to dive into technical details with Engineering.
• Experience with incident management in SaaS or cloud environments.
• Familiarity with tools like Statuspage, Pipefy, Slack, Postmortem/RCA templates, and observability platforms (e.g., Datadog, Grafana).
• Understanding of ITIL concepts and incident lifecycle best practices.
• Experience working with support, DevOps, or SRE teams is a plus.
• Availability to work in a rotating on-call schedule, including weekends and holidays, if required.