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Job Summary: We are seeking professionals with experience in monitoring IT environments and managing critical incidents to analyze and lead incident response. Key Highlights: 1. Active involvement in leading incident/investigation war rooms 2. Engaging teams during critical incidents 3. Monitoring infrastructure and systems We are hiring professionals experienced in monitoring IT environments and managing critical incidents to work with our client. **Responsibilities:** Perform initial incident analysis, understanding its impact, severity, and possible root causes; Notify responsible technical teams and other relevant departments according to incident type; Open and lead incident/investigation war rooms, ensuring continuous communication (do not drop the call); **Actively lead the incident war room, ensuring:** Presence of appropriate teams; Engagement of required teams; Communication with management and executives, where applicable. Provide periodic incident status updates, recommended every hour or as the situation evolves; Ensure incident logging and tracking until stabilization; If the incident is not resolved during initial analysis, escalate and follow up with responsible teams, respecting defined SLAs. **Important:** The incident resolution SLA is the responsibility of the technical team supporting the impacted service. 100% On-site work **Location:** Pinheiro \- São Paulo/SP On-call shifts on weekends, as operationally required. **Requirements:** **Experience in:** Monitoring infrastructure and systems; Critical incident analysis (P1 and P2\); Incident monitoring and management tools; Creating and tracking service tickets; Identifying impact, severity, and initial cause of incidents; Technical escalation to responsible teams; Logging and updating incident statuses; Operating in crisis rooms / war rooms for incidents; **Desirable:** IT infrastructure (servers, networking, applications) ITIL or incident management processes Application and production environment monitoring
