Be the Driving Force Behind Critical IT Resolutions When technology fails, businesses stop. Are you the kind of person who thrives in high‑pressure situations, quickly bringing teams together to solve complex IT incidents? Do you excel at making fast, informed decisions to restore critical services? If so, we want you on our team We are seeking a Major Incident Analyst to join our Technology Operations Centre in Mexico City. This role demands collaboration and WFO all 5 days in rotation.
Key Responsibilities
- Lead and coordinate major incident resolution efforts, ensuring minimal business disruption.
- Monitor and collaborate with Service Desk, SRE, Application Support Engineers, and other Technology Operations colleagues to drive fast and effective resolution of major incidents.
- Work closely with general Technology Operations teams, Platform Teams, Vendors, and SMEs, ensuring the right expertise is engaged at the right time.
- Analyse system health and troubleshoot incidents using Grafana dashboards.
- Provide timely and clear stakeholder communication.




- Utilise ServiceNow and Jira to track incidents and continuous improvements.
- Facilitate post‑mortem reviews, identifying lessons learned and preventive actions.
- Identify opportunities for automation and efficiency improvements in incident management.
- Hands‑on experience with paging solutions to streamline incident alerts and escalations.

What You Bring
- 7+ years experience in SRE, DevOps, IT Service Management, or IT Operations.
- Proven expertise in major incident management within large‑scale enterprise environments.
- Hands‑on experience with ServiceNow and Jira.
- Practical knowledge of Grafana for system monitoring and troubleshooting.
- Good understanding of Azure, Kubernetes, APIs, and Google Cloud VMware Engine (GCVE).
- Strong grasp of IT infrastructure, including networks, middleware, servers, storage, and databases.
- Excellent problem‑solving and decision‑making skills, especially under pressu

📌 Major Incident Analyst (Ciudad de México)
🏢 APM Terminals
📍 Ciudad de México