Incident Manager - Senior [Customer IT Support]

platacard; United States; Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Relocation support to Mexico

Healthcare coverage

Education budget for language lessons,

Wellness budget for mental health and

20 days annual leave

Job summary

platacard is seeking a Senior Incident Manager to lead critical response efforts on our Customer IT Support team. You will own major incidents from detection through post-incident review, blending hands-on command with process improvement to minimize customer impact.

You will coordinate cross-functional stakeholders globally, communicate with customers and executives, and drive blameless reviews into concrete reliability improvements. Relocation support and hybrid/remote options are available.

Qualifications

• 3+ years leading major incidents in a 24/7 production environment.
• 5+ years in engineering, product, or service delivery roles with increasing responsibility.
• Clear, structured communication skills, including the ability to brief executive leadership under pressure.
• Proven ability to coordinate multiple teams simultaneously and make decisive calls in ambiguous situations.

Responsibilities

• Own end-to-end incident response, including detection, live coordination, resolution, and post-incident review, making time-critical decisions to limit customer impact
• Take personal accountability for major incidents and drive them to closure with rigor and urgency
• Coordinate cross-functional technical and business stakeholders globally, assigning roles and delegating tasks during active incidents
• Lead customer-facing and internal communications throughout the incident lifecycle, including recovery messaging
• Run blameless post-incident reviews, identify root causes, and convert findings into concrete process, monitoring, and alerting improvements
• Mentor and train incident participants and duty team members, raising the overall maturity of incident handling across the company

Skills

Incident management

Cross-functional coordination

Executive briefing

Leadership under pressure

Tools

incidents.io

Rootly

FireHydrant

AWS

Kubernetes

PostgreSQL

Kafka

Job description

Role overview

A senior Incident Manager is needed to lead critical response efforts on a Customer IT Support team that coordinates high-impact outages across a fast-moving, customer-facing technology platform. The role blends hands-on incident command with process improvement, owning major incidents from detection through retrospective while shaping how the broader organization handles reliability and communication.

Responsibilities

• Own end-to-end incident response, including detection, live coordination, resolution, and post-incident review, making time-critical decisions to limit customer impact
• Take personal accountability for major incidents and drive them to closure with rigor and urgency
• Coordinate cross-functional technical and business stakeholders globally, assigning roles and delegating tasks during active incidents
• Lead customer-facing and internal communications throughout the incident lifecycle, including recovery messaging
• Run blameless post-incident reviews, identify root causes, and convert findings into concrete process, monitoring, and alerting improvements
• Mentor and train incident participants and duty team members, raising the overall maturity of incident handling across the company

Requirements

• At least 3 years of experience leading significant incidents in a 24/7, high-load production environment
• At least 5 years in engineering, product, or service delivery roles with increasing responsibility
• Clear, structured communication skills, including the ability to brief executive leadership under pressure
• Proven ability to coordinate multiple teams simultaneously and make decisive calls in ambiguous situations
• Technical depth across public cloud, microservices, and modern monitoring/observability tooling
• Comfort understanding a complex technology stack, sizing up fast-moving situations, and adjusting tactics on the fly

Nice to have

• Background in fintech or in SRE-adjacent technical roles
• Hands-on experience with AWS, Kubernetes, PostgreSQL, and Kafka
• Familiarity with incident management platforms such as incidents.io, Rootly, or FireHydrant
• Experience partnering with Legal, Communications, Privacy, and other non-technical functions during incidents

Benefits and work setup

• Hybrid or fully remote within time zones from GMT-8 to GMT-3, with the option to work from an office in Mexico
• Relocation support to Mexico covering the employee and their family
• Healthcare coverage for employees
• Education budget for language lessons, professional training, and certifications
• Wellness budget for mental health and fitness activities
• 20 days of annual leave plus paid sick leave
• A culture that emphasizes innovative thinking, candid feedback, peer support, and shared recognition of wins