Incident Manager

FPT Latin America; Región Centro; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

FPT Latin America is seeking an experienced Incident Manager to lead the end-to-end incident lifecycle in a 24x7 production environment, coordinating cross-functional teams across Engineering, Infrastructure, Product, Operations and Support.

The role emphasizes major incident management, PIRs and RCA, ITIL/ServiceNow best practices, and collaboration with global teams, using AI-powered tools to improve resilience.

Formación

• 5–10+ years of experience in Incident Management, Production Support, Application Support, Service Delivery, or SRE.
• Proven experience as an Incident Commander or Major Incident Manager.
• Strong knowledge of ITIL processes and ServiceNow ITSM.
• Experience managing mission-critical applications in 24x7 production environments.
• Strong leadership, stakeholder management, and executive communication skills.
• Familiarity with monitoring tools such as Splunk, Dynatrace, Datadog, Grafana, or Kibana.
• Working knowledge of AWS and/or Azure is a plus.
• Work with global teams supporting enterprise-scale production environments.

Responsabilidades

• Lead the complete incident lifecycle from detection through service restoration and closure.
• Serve as Incident Commander for major production incidents.
• Coordinate cross-functional teams across Engineering, Infrastructure, Product, Operations, and Support.
• Drive Major Incident Management, Post-Incident Reviews (PIRs), Root Cause Analysis (RCA), and operational readiness.
• Ensure compliance with ITIL and ServiceNow Incident Management best practices.
• Partner with Problem Management to reduce recurring incidents and improve service stability.
• Leverage AI-powered operational tools including ServiceNow AI, Claude, GitHub Copilot, and Microsoft Copilot.

Conocimientos

Incident management

Incident Commander

Leadership

Executive communication

Stakeholder management

Cross-functional coordination

Service lifecycle

Herramientas

Splunk

Dynatrace

Datadog

Grafana

Kibana

ServiceNow

Descripción del empleo

Are you an experienced Incident Manager who thrives in high-pressure production environments and enjoys leading cross-functional teams to restore critical services?

We're looking for an Incident Manager to lead L2 Incident Support Operations, serving as the operational leader responsible for the end-to-end incident lifecycle, major incident coordination, executive communications, and continuous service improvement.

Key Responsibilities

• Lead the complete incident lifecycle from detection through service restoration and closure.
• Serve as Incident Commander for major production incidents.
• Coordinate cross-functional teams across Engineering, Infrastructure, Product, Operations, and Support.
• Drive Major Incident Management, Post-Incident Reviews (PIRs), Root Cause Analysis (RCA), and operational readiness.
• Ensure compliance with ITIL and ServiceNow Incident Management best practices.
• Partner with Problem Management to reduce recurring incidents and improve service stability.
• Leverage AI-powered operational tools including ServiceNow AI, Claude, GitHub Copilot, and Microsoft Copilot.

Required Qualifications

• 5–10+ years of experience in Incident Management, Production Support, Application Support, Service Delivery, or SRE.
• Proven experience as an Incident Commander or Major Incident Manager.
• Strong knowledge of ITIL processes and ServiceNow ITSM.
• Experience managing mission-critical applications in 24x7 production environments.
• Strong leadership, stakeholder management, and executive communication skills.
• Familiarity with monitoring tools such as Splunk, Dynatrace, Datadog, Grafana, or Kibana.
• Working knowledge of AWS and/or Azure is a plus.
• Work with global teams supporting enterprise-scale production environments.