IT SRE Lead

Description

DESCRIPTION **Who are we?** We are **Kairós**, a different kind of technology company. Yes, we help our clients tackle digital and methodological transformation challenges—but what truly defines us is **how we do it**: by putting people at the center. We have been recognized as a **Great Place To Work® certified company** since 2019—for the sixth consecutive year—and ranked **5th in 2024**. Our values of **courage, empathy, innovation, and joy** shape how we work every day. We are over 850 people (developers, data engineers, strategists…) and now seeking someone to join this brilliant and diverse team. At Kairós, you’re never just another number. We know you by name, care about your personal balance, and want you to grow with us. **Your mission at Kairós** We are looking for an **IT Service Operations Lead**. Your primary objective will be ensuring the stability, availability, and resilience of a highly critical platform—acting as the central hub of operational governance and cross-functionally coordinating nine technical teams with agility in any risk situation. * **Operational Governance and Strategy:** You will define and evolve the technological governance model (escalation paths, procedures), ensuring strict compliance with financial regulations such as **PCI DSS** and **DORA**. * **Critical Incident Management:** You will lead the Incident Management War Room (especially **P1 and P2**) from detection through resolution, coordinating **War Rooms**, facilitating decision-making under pressure, and optimizing **MTTR**. * **Problem Management and Continuous Improvement:** You will lead **RCAs (Root Cause Analysis)** to identify structural failures and drive data-based preventive and corrective actions to reduce incident recurrence. * **Observability and Monitoring:** You will jointly define—with technical teams—the observability model (**logs, metrics, traces**) and establish **KPIs/SLOs** to improve alerting capability and reduce false positives before business impact occurs. * **Executive Reporting and Communication:** You will serve as the bridge to translate complex technical situations into business impact for Executive Management and the Board, delivering reports on availability, **SLA** compliance, and operational risks. **What will make you successful** * A **solid, senior track record** in IT Operations, Service Management, or Incident Management. * **Proven experience** in **Fintech, Banking, or Payment Services** environments (high-criticality and regulated). * **Demonstrated leadership** in coordinating multidisciplinary teams and managing crisis situations under pressure. **Technical and Methodological Expertise (Must-have)** * **Architectural Vision:** Ability to understand, question, and validate technical decisions regarding **Microservices, APIs**, and distributed systems. * **Infrastructure and DB:** Knowledge of **Cloud (AWS)**, **Docker**, **CI/CD (Jenkins)**, **Git**, and relational and NoSQL databases (**PostgreSQL, MySQL, MongoDB**). * **Frameworks:** Mastery of **ITIL** and **SRE practices**, with extensive experience across the full incident, problem, change, and release lifecycle. * **Observability:** Proficiency in selecting, configuring, and defining log, metric, and operational dashboard tools. **Desirable (Nice-to-have)** * Prior experience in large-scale digital payment platform integration or evolution projects. **We’re looking for someone who…** * Possesses **cross-functional leadership** capable of mobilizing and aligning nine teams without direct hierarchical authority. * Maintains structure, calm, and clear priorities during high-impact crises (**Pressure Management**). * Has **systemic vision**, understanding the platform as an interdependent ecosystem. * Demonstrates **executive communication** skills—concisely reporting to leadership with a sharp focus on business impact. * Shows **ownership**, taking absolute responsibility for the entire problem lifecycle until resolution. **Differentiating Benefits** **Meaningful Professional Growth** * Ongoing corporate training. * Free **English classes** in small groups. * Consistent mentoring and personalized coaching. * Participation in tech conferences, events, and communities. **Real Balance and Flexibility** * **23 vacation days** + December 24 and 31 off. * 1 day for professional events and **3 flexible conciliation days**. * **Reduced working hours in August**, and **intensive schedule every Friday** throughout the year. * **100% remote work:** You’ll work remotely, with some flexibility to adapt your schedule—though this may depend on your assigned project. **Benefits and Personal Well-being** * **Flexible compensation** (Cobee) for meals, transportation, training, and childcare. * **Health insurance** with Cigna, Adeslas, or Sanitas. * **Wellness program** supporting emotional and psychological well-being. **\#TRY \#THINK \#FEEL \#ENJOY** At Kairós, we firmly believe in the importance of equality and diversity in the workplace. We are committed to creating an inclusive and respectful environment where all employees feel valued and empowered to reach their full potential—regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or any other characteristic protected by law. **Apply now and join the Kairoseros and Kairoseras team!**