VP, Incident Management & Operational Resilience

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 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.

We are looking for a VP of Incident Management & Operational Resilience to design, build, and lead the company‑wide incident management function  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.

• Define and own the company‑wide incident management strategy
• Set 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 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, data‑breach and outage‑reporting regimes, and central‑bank 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 follow‑the‑sun, 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 on‑call rotation that guarantees 24/7 executive and technical coverage for high‑severity incidents.

• Govern major incident execution & 24/7 global operations
• Ensure 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 in a follow‑the‑sun 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 real‑time decision‑making, risk trade‑offs, approvals, and business sign‑offs during incidents.
• Personally act as executive sponsor and, when necessary, executive Incident Commander for the most critical, company‑level 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…