**Who are we?**:
**Skills and Knowledge**:
- Proven ability to analyze and solve a wide range of technical problems.
- Ability to perform first level assessment of technical and process deficiencies and follow up on investigations
- Provide leadership to multiple support teams during Major Incidents towards immediate service restoration.
- Ensure proper lifecycle transition from Incident to Problem Management processes.
- Resolve matters that have been escalated and provide approvals where required.
- Work at a detail level with technical teams when required.
- Perform Incident trend analysis and systemic Problem identification.
- Support and promote ITSM framework amongst teams and the wider IT organization.
- Participate in specific Operations Management activities and special projects or initiatives as required.
- Approval and oversight of all Emergency corrective actions and changes.
- Participation in Root Cause Analysis meetings.
- Contribute to the continual improvement of the Incident Management process.
- Crisis Management and Communications
- Knowledge of ITIL best practices and process improvements.
- Excellent written and verbal communication skills are a must.
- Ability to effectively communicate technical concepts to non-technical clients/partners is of significant importance, specifically at senior management level.
- Excellent analytical skills are required.
**Experience**:
- Undergraduate degree.
- Experience with ITIL methodologies and industry best practices.
- ITIL v3 certification, minimum foundation level.
- Experience and understanding of technology monitoring tools
- Experience leading teams to support meeting a contractual service level agreement




- Experience with Change and Release Management
- Experience leading bridge calls with a large number of technical participants
- Experience in driving resolution of complex issues
LI-AQ1
We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:
- **Flexibility**:Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
- **Well-being**:Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
- **Medical, life & disability insurance, retirement plan, lifestyle and other benefits**
- **ESG**:Benefit from paid time off for volunteering and donation matching.
- **Career Development**:Access online learning and accredited courses through our Skills & Career Navigator tool.
- **Recognition**:Be part of our general recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
- Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and help us make a difference at Finastra!

📌 Incident Manager (Guadalajara)
🏢 Finastra
📍 Guadalajara