Global Major Incident Lead – IT Ops & Resilience

A.P. Moller - Maersk; Ciudad de México; Presencial; MXN 900.000 - 1.800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Great benefits

World-class development programs

Descripción de la vacante

Maersk is seeking a Major Incident Manager to join our Technology Operations Centre in Mexico City. You will lead major incident resolution across global teams, coordinating with colleagues in the Philippines, India, and the UK to restore critical IT services and minimize business impact.

Applicants should have 10+ years in SRE/DevOps or IT Operations, with hands-on experience in ServiceNow, Jira, and Grafana.

Formación

• 10+ years of experience in SRE, DevOps, IT Service Management, or IT Operations.
• Proven expertise in major incident management within large-scale enterprise environments.
• Hands-on experience with ServiceNow and Jira.
• Practical knowledge of Grafana for monitoring and troubleshooting.
• Familiarity with Azure, Kubernetes, APIs, and GCVE.
• Strong IT infrastructure knowledge: networks, middleware, servers, storage and databases.
• Excellent problem-solving and decision-making under pressure.
• Experience working in a global, distributed team.
• Knowledge of ITIL best practices (Incident, Problem, Change).
• Logistics & Supply Chain knowledge is a plus.

Responsabilidades

• Lead and coordinate major incident resolution efforts, ensuring minimal business disruption.
• Monitor and collaborate with Service Desk, SRE, Application Support Engineers, and others to drive fast resolution.
• Work with global Technology Operations teams, Platform Teams, Vendors, and SMEs to engage the right experts.
• Analyse system health and troubleshoot incidents using Grafana dashboards.
• Provide timely and clear stakeholder communication.
• Utilize ServiceNow and Jira to track incidents and improvements.
• Facilitate post-incident reviews, identifying lessons learned and preventive actions.
• Identify opportunities for automation and efficiency improvements in incident management.
• Hands-on experience with paging solutions to streamline incident alerts and escalations.

Conocimientos

SRE/DevOps experience

Incident management

Grafana

Azure/Kubernetes/GCVE

IT infrastructure knowledge

Herramientas

ServiceNow

Jira

Descripción del empleo

Maersk is seeking a Major Incident Manager to join our Technology Operations Centre in Mexico City. You will lead major incident resolution across global teams, coordinating with colleagues in the Philippines, India, and the UK to restore critical IT services and minimize business impact.

Applicants should have 10+ years in SRE/DevOps or IT Operations, with hands-on experience in ServiceNow, Jira, and Grafana.