Global Major Incident Leader - Fast IT Outage Resolution

Damco Spain SL; Ciudad de México; Presencial; MXN 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Maersk in Mexico City is seeking a Major Incident Manager to lead critical incident resolution within our Technology Operations Centre. You will coordinate global teams and ensure rapid restoration of services with minimal business impact.

You will work closely with SRE, DevOps and IT Operations, using ServiceNow, Jira and Grafana to monitor incidents, drive resolution and perform post-incident reviews to prevent recurrence.

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 system monitoring and troubleshooting.

Responsabilidades

• Lead and coordinate major incident resolution efforts, ensuring minimal business disruption.
• Monitor and collaborate with Service Desk, SRE, Application Support Engineers, and other Technology Operations colleagues to drive fast and effective resolution of major incidents.
• Work closely with global Technology Operations teams, Platform Teams, Vendors, and SMEs, ensuring the right expertise is engaged at the right time.
• Analyse system health and troubleshoot incidents using Grafana dashboards.
• Provide timely and clear stakeholder communication.
• Utilize ServiceNow and Jira to track incidents and continuous 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

Incident management

Global collaboration

Decision making under pressure

Communication

Herramientas

ServiceNow

Jira

Grafana

Descripción del empleo

Maersk in Mexico City is seeking a Major Incident Manager to lead critical incident resolution within our Technology Operations Centre. You will coordinate global teams and ensure rapid restoration of services with minimal business impact.

You will work closely with SRE, DevOps and IT Operations, using ServiceNow, Jira and Grafana to monitor incidents, drive resolution and perform post-incident reviews to prevent recurrence.