we're hiring | incident manager – l2 incident support operations | latam (remote)

are you an experienced incident manager who thrives in high-pressure production environments and enjoys leading cross-functional teams to restore critical services?

we're looking for an incident manager to lead l2 incident support operations , serving as the operational leader responsible for the end-to-end incident lifecycle, major incident coordination, executive communications, and continuous service improvement.

key responsibilities

✅ lead the complete incident lifecycle from detection through service restoration and closure.

✅ serve as incident commander for major production incidents.

✅ coordinate cross-functional teams across engineering, infrastructure, product, operations, and support.

✅ drive major incident management, post-incident reviews (pirs), root cause analysis (rca), and operational readiness.

✅ ensure compliance with itil and servicenow incident management best practices.

✅ partner with problem management to reduce recurring incidents and improve service stability.

✅ leverage ai-powered operational tools including servicenow ai, claude, github copilot,



and microsoft copilot.

required qualifications

✔ 5–10+ years of experience in incident management, production support, application support, service delivery, or sre.

✔ proven experience as an incident commander or major incident manager.

✔ strong knowledge of itil processes and servicenow itsm.

✔ experience managing mission-critical applications in 24x7 production environments.

✔ strong leadership, stakeholder management, and executive communication skills.

✔ familiarity with monitoring tools such as splunk, dynatrace, datadog, grafana, or kibana.

✔ working knowledge of aws and/or azure is a plus.

location: latam (remote)

work with general teams supporting enterprise-scale production environments.

if you're interested, or know someone who would be a great fit, send me your updated english resume or connect with me directly!

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📌 Incident manager (Guadalajara)
🏢 FPT Latin America
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