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at stefanini we are more than 30,000 geniuses, connected from more than 40 countries, we co-create a better future.

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 servicenow, 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 integral 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?

- fully remote
- company equipment
- personnel days
- multicultural experience
- path career
- mentoring/learning platforms

📌 Incident manager (México)
🏢 Stefanini LATAM
📍 México