Senior Global 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

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.