Major Incident Analyst

Maersk; Ciudad de México; On-site; MXN 600,000 - 900,000; Full time

Job summary

Maersk is seeking a Major Incident Analyst to join the Technology Operations Centre in Mexico City. The role emphasizes coordinating incident resolution, monitoring health, and engaging global teams to restore critical services quickly.

Requirements include 7+ years in SRE/DevOps or IT operations, hands-on use of ServiceNow and Jira, and knowledge of Grafana, Azure, Kubernetes, APIs and GCVE. Strong communication and decision-making under pressure are essential.

Qualifications

• 7+ years experience in SRE, DevOps, IT Service Management, or IT Operations.

Responsibilities

• Lead and coordinate major incident resolution efforts, ensuring minimal business disruption.

Skills

SRE/DevOps experience

Major incident management

Stakeholder communication

Analytical thinking

Decision making under pressure

Global team collaboration

Tools

ServiceNow

Jira

Grafana

Azure

Kubernetes

APIs

GCVE

Job description

Be the Driving Force Behind Critical IT Resolutions! When technology fails, businesses stop. Are you the kind of person who thrives in high‑pressure situations, quickly bringing teams together to solve complex IT incidents? Do you excel at making fast, informed decisions to restore critical services? If so, we want you on our team! We are seeking a Major Incident Analyst to join our Technology Operations Centre in Mexico City. This role demands collaboration and WFO all 5 days in rotation.

Key Responsibilities

• 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.
• Utilise ServiceNow and Jira to track incidents and continuous improvements.
• Facilitate post‑mortem 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.

What You Bring

• 7+ years 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.

Key Competencies

• Communication & Stakeholder Management – Excellent verbal and written communication skills; ability to translate complex technical issues into business‑focused communications and engage stakeholders.
• Analytical & Problem‑Solving Skills – Strong analytical mindset; ability to assess incidents, identify risks, prioritise effectively and manage multiple concurrent incidents and tasks.
• Operational Excellence – Attention to detail, adherence to process, commitment to continuous service improvement and operational reliability; ability to work effectively in a dynamic environment.

Work Schedule & Flexibility

Day working hours. Based in Mexico City. Five‑day workweek from the office, including participation in rotational weekend coverage as required. Standard working hours aligned to Mexico City time, with flexibility required to support major incidents and global operations. Regular collaboration with global teams across the Philippines, India, the United Kingdom, and other regions.

Why Join Us?

At Maersk, we offer exciting global career opportunities where you can grow and develop your skills. You'll be part of a diverse, values‑driven team that supports each other and thrives on innovation and collaboration. We believe in fairness, respect, and continuous learning, providing competitive compensation, great benefits, and world‑class development programmes to help you reach your full potential.

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements. We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, please contact us by emailing [e-mail].