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Requirements

- Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, or a related field.

- 5+ years of experience in IT Operations.

- 3 years of experience as an Incident Manager, Major Incident Manager, Problem Manager, or Change Manager.

- 1 year in core banking Platform: Digital banking channels, ATM, and POS platforms

- Proven experience within the banking or financial services industry.

- Strong knowledge of ITIL v3 and/or ITIL 4 (ITIL certification is highly preferred).

- Hands-on experience managing critical incidents across enterprise infrastructure and application environments.

- Strong understanding of enterprise technology architectures, including: On-premises and Cloud infrastructure, Middleware, Database platforms, APIs and Microservices

- Experience using IT Service Management (ITSM) tools such as ServiceNow, Jira, Remedy, or similar platforms.

- Working knowledge of SQL and relational databases.

- Advanced English (written and verbal) with the ability to lead executive communications and coordinate general teams.

- Additional certifications in cloud technologies, IT Service Management, Business Continuity, or Operational Excellence are considered a plus.

Essential Duties and Responsibilities:

- Lead war rooms and crisis bridge calls involving Infrastructure,



Applications, Networks, Databases, Middleware, Cloud, Security, and third-party vendors.

- Act as the operational leader during critical incidents, driving decision-making, coordination, and resolution efforts until service restoration.

- Ensure compliance with ITIL Incident Management processes, including technical, functional, and executive escalation procedures.

- Provide clear, timely, and concise executive communications to business stakeholders and senior leadership throughout the incident lifecycle.

- Prepare executive reports and post-incident reviews, including impact assessment, recovery timelines, root cause summaries, corrective actions, and lessons learned.

- Coordinate the transition of recurring incidents to Problem Management for root cause analysis and long-term resolution.

- Monitor and analyze key operational metrics such as MTTR, MTTA, SLA compliance, service availability, and incident trends to drive continuous improvement.

- Collaborate with Change Management, Problem Management, Operations, and Engineering teams to improve service stability and operational resilience.

- Manage incidents in mission-critical, high-availability, 24x7 production environments.

- Ensure compliance with operational governance, regulatory requirements, and service management best practices within the financial industry

📌 Incident Manager (Guerrero)
🏢 Stefanini LATAM
📍 Guerrero