Major Incident Manager

APM Terminals; Ciudad de México; Presencial; MXN 900.000 - 1.300.000; Jornada completa

Descripción de la vacante

Maersk is seeking a Major Incident Manager for its Technology Operations Centre in Mexico City. You will lead recovery efforts for critical IT services, coordinating with teams across the Philippines, India, and the UK to minimize disruption and improve system resilience.

The role demands 10+ years in SRE/DevOps/ITSM, hands-on ServiceNow and Jira experience, and strong communication with stakeholders. You will work within a global, distributed team and support continuous improvements.

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.
• Knowledge of Azure, Kubernetes, APIs, and GCVE.
• Strong understanding of IT infrastructure, including networks, middleware, servers, storage, and databases.
• Strong problem-solving and decision-making skills under pressure.
• Experience working in a global, distributed team.
• Familiarity with SRE, DevOps and ITIL best practices.

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.
• Analyze 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/ITOM experience

Incident management

Global collaboration

Problem solving under pressure

Herramientas

ServiceNow

Jira

Grafana

Azure

Kubernetes

GCVE

APIs

Descripción del empleo

Job Summary

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 Manager to join our Technology Operations Centre in Mexico City. In this role, you will lead the charge in restoring critical IT services, working closely with teams in the Philippines, India, and the UK. Your ability to coordinate, communicate, and drive resolution will ensure minimal business disruption while improving overall system resilience.

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.
• Analyze 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.

What You Bring

• 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.

Soft Skills

• Exceptional communication skills, translating technical details into business language.
• Strong stakeholder management and crisis‑handling abilities.
• Ability to thrive in fast‑paced environments and handle multiple priorities.
• Adaptability to evolving technologies and a passion for delivering world‑class IT services.

Work Schedule & Flexibility

Standard working hours: 10AM Mexico City time. 5‑day work schedule with 3 days off, including some weekend shifts. Global collaboration with teams across the Philippines, India, and the UK.

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 programs to help you reach your full potential.

If you're ready to make an impact and grow your career, we’d love to hear from you—apply today!

Equal Opportunity Employer

Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal‑opportunity 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, apply for a position, or to perform a job, please contact us by emailing [e-mail].

A.P. Moller – Maersk is an integrated container logistics company working to connect and simplify its customer's supply chains. As the global leader in shipping services, the company operates in 130 countries and employs roughly 100,000 people. With a simple end‑to‑end offering of products and digital services, seamless customer engagement and a superior end‑to‑end delivery network, Maersk enables its customers to trade and grow by transporting goods anywhere — all over the world. For more information click here.