Incident Manager

Stefanini LATAM; Región Centro; Presencial; MXN 780.000 - 1.100.000; Jornada completa

Descripción de la vacante

Stefanini LATAM is seeking a seasoned IT Operations professional to lead incident management in a critical, 24x7 enterprise environment in Mexico. You will drive crisis response, coordinate executive communications, and ensure alignment with ITIL processes across on-prem and cloud components.

The role requires advanced English, 5+ years in IT Operations, and 3+ years in incident/change management within financial services, with a proven track record delivering rapid resolution and formal

Formación

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, or a related field.
• 5+ years of experience in IT Operations.
• 3 years of experience as an Incident Manager, Major Incident Manager, Problem Manager, or Change Manager.
• 1 year in core banking Platform: Digital banking channels, ATM, and POS platforms.
• Proven experience within the banking or financial services industry.
• Strong knowledge of ITIL v3 and/or ITIL 4 (ITIL certification is highly preferred).
• Hands-on experience managing critical incidents across enterprise infrastructure and application environments.
• Strong understanding of enterprise technology architectures, including: On-premises and Cloud infrastructure, Middleware, Database platforms, APIs and Microservices
• Experience using IT Service Management (ITSM) tools such as ServiceNow, Jira, Remedy, or similar platforms.
• Working knowledge of SQL and relational databases.
• Advanced English (written and verbal) with the ability to lead executive communications and coordinate global teams.
• Additional certifications in cloud technologies, IT Service Management, Business Continuity, or Operational Excellence are considered a plus.

Responsabilidades

• Lead war rooms and crisis bridge calls involving Infrastructure, Applications, Networks, Databases, Middleware, Cloud, Security, and third-party vendors.
• Act as the operational leader during critical incidents, driving decision-making, coordination, and resolution efforts until service restoration.
• Ensure compliance with ITIL Incident Management processes, including technical, functional, and executive escalation procedures.
• Provide clear, timely, and concise executive communications to business stakeholders and senior leadership throughout the incident lifecycle.
• Prepare executive reports and post-incident reviews, including impact assessment, recovery timelines, root cause summaries, corrective actions, and lessons learned.
• Coordinate the transition of recurring incidents to Problem Management for root cause analysis and long-term resolution.
• Monitor and analyze key operational metrics such as MTTR, MTTA, SLA compliance, service availability, and incident trends to drive continuous improvement.
• Collaborate with Change Management, Problem Management, Operations, and Engineering teams to improve service stability and operational resilience.
• Manage incidents in mission-critical, high-availability, 24x7 production environments.
• Ensure compliance with operational governance, regulatory requirements, and service management best practices within the financial industry

Conocimientos

Incident management

Executive communications

IT architecture

Educación

Bachelor's degree in Computer Science/IT/Engineering

Herramientas

ServiceNow

Jira

Remedy

SQL

Descripción del empleo

At Stefanini we are more than 30,000 geniuses, connected from more than 40 countries, we co-create a better future.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, or a related field.
• 5+ years of experience in IT Operations.
• 3 years of experience as an Incident Manager, Major Incident Manager, Problem Manager, or Change Manager.
• 1 year in core banking Platform: Digital banking channels, ATM, and POS platforms
• Proven experience within the banking or financial services industry.
• Strong knowledge of ITIL v3 and/or ITIL 4 (ITIL certification is highly preferred).
• Hands-on experience managing critical incidents across enterprise infrastructure and application environments.
• Strong understanding of enterprise technology architectures, including: On-premises and Cloud infrastructure, Middleware, Database platforms, APIs and Microservices
• Experience using IT Service Management (ITSM) tools such as ServiceNow, Jira, Remedy, or similar platforms.
• Working knowledge of SQL and relational databases.
• Advanced English (written and verbal) with the ability to lead executive communications and coordinate global teams.
• Additional certifications in cloud technologies, IT Service Management, Business Continuity, or Operational Excellence are considered a plus.

Essential Duties and Responsibilities:

• Lead war rooms and crisis bridge calls involving Infrastructure, Applications, Networks, Databases, Middleware, Cloud, Security, and third-party vendors.
• Act as the operational leader during critical incidents, driving decision-making, coordination, and resolution efforts until service restoration.
• Ensure compliance with ITIL Incident Management processes, including technical, functional, and executive escalation procedures.
• Provide clear, timely, and concise executive communications to business stakeholders and senior leadership throughout the incident lifecycle.
• Prepare executive reports and post-incident reviews, including impact assessment, recovery timelines, root cause summaries, corrective actions, and lessons learned.
• Coordinate the transition of recurring incidents to Problem Management for root cause analysis and long-term resolution.
• Monitor and analyze key operational metrics such as MTTR, MTTA, SLA compliance, service availability, and incident trends to drive continuous improvement.
• Collaborate with Change Management, Problem Management, Operations, and Engineering teams to improve service stability and operational resilience.
• Manage incidents in mission-critical, high-availability, 24x7 production environments.
• Ensure compliance with operational governance, regulatory requirements, and service management best practices within the financial industry