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Apply Incident Manager!
Requirements
- Bachelor'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 platforms - Proven 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 Microservices - Experience using IT Service Management (ITSM) tools such as Service Now, 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
What’s in for you?

📌 Incident manager (Guadalajara)
🏢 Stefanini LATAM
📍 Guadalajara