At Stefanini we are more than 30,000 geniuses, connected from more than 40 countries, we co-create a better future.RequirementsBachelor'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 platformsProven 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 MicroservicesExperience 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#J-*****-Ljbffr

📌 Incident Manager (Jalisco)
🏢 Stefanini LATAM
📍 Jalisco