Global Major Incident Manager — IT Resilience

Maersk; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Maersk is seeking a Major Incident Manager to join our Technology Operations Centre in Mexico City. You will lead critical incident resolutions across global teams, coordinating with groups in the Philippines, India, and the UK to restore services quickly and minimize disruption.

With 10+ years in SRE/IT operations, you will drive best practices in incident management, leverage ServiceNow, Jira, and Grafana, and identify automation opportunities.

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.
• Good understanding of Azure, Kubernetes, APIs, and Google Cloud VMware Engine (GCVE).
• Strong grasp of IT infrastructure, including networks, middleware, servers, storage, and databases.
• Excellent problem-solving and decision-making skills, especially under pressure.
• Experience working in a global, distributed team environment.
• Familiarity with SRE, DevOps and ITIL best practices (Incident, Problem, and Change Management).
• Business knowledge in Logistics & Supply Chain Services, Terminals, Warehousing & Distribution, and Ocean & Shipping 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 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 Leadership

Incident Management

ServiceNow

Jira

Grafana

Azure

Kubernetes

APIs

GCVE

ITIL

Herramientas

Grafana

ServiceNow

Jira

Descripción del empleo

Maersk is seeking a Major Incident Manager to join our Technology Operations Centre in Mexico City. You will lead critical incident resolutions across global teams, coordinating with groups in the Philippines, India, and the UK to restore services quickly and minimize disruption.

With 10+ years in SRE/IT operations, you will drive best practices in incident management, leverage ServiceNow, Jira, and Grafana, and identify automation opportunities.