? 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!
#Hiring #IncidentManager #MajorIncidentManagement #ITIL #ServiceNow #SRE #ProductionSupport #Operations #Cloud #AWS #Azure #TechJobs #LATAMJobs #RemoteJobs

📌 Incident Manager (Puerto Vallarta)
🏢 FPT Latin America
📍 Puerto Vallarta