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 integral 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

📌 MANAGER, SUPPORT SERVICES (FULL TIME) (Guadalajara)
🏢 FPT Latin America
📍 Guadalajara