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 Service Now Incident Management best practices. ✅ Partner with Problem Management to reduce recurring incidents and improve service stability.



✅ Leverage AI-powered operational tools including Service Now AI, Claude, Git Hub 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 Service Now 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!

📌 Manager, community services (full time) (Guadalajara)
🏢 FPT Latin America
📍 Guadalajara