The Customer IT Support team
is responsible for leading and coordinating critical outages and engaging technical and other specialists across the company to keep the incident moving toward resolution.
Short Summary:
As an Incident Manager, you will lead response initiatives for pivotal incidents impacting customers and Plata products, ensuring swift resolution and championing continuous growth and refinement of our IT environment.
Challenges that await you:
Lead our incident response from detection to resolution and retrospective analysis, ensuring minimal impact on our clients by making critical decisions quickly
Take personal ownership of critical Incidents
Demonstrate leadership and seamless coordination with general teams, both technical and business
Assign incident roles and delegate tasks to the incident's participants
Organize post-incident recovery actions and customer communication
Participate in post-incident reviews to identify root causes and improve future responses
Mentor and develop the IT Support Duty Team members




Train incident participants on how to act during critical incidents
Take part in the company-wide improvements in terms of monitoring, alerting, and incident management processes
What makes you a great fit:
3+ years' experience in handling significant incidents in a 24/7 high-load environment
5+ years in roles in engineering, product, or service delivery
Clear, structured communication (including C-suite executives) under high pressure
Ability to coordinate multiple teams simultaneously
Strong decision-making in uncertain conditions
Experience in Public Cloud, Microservices, and monitoring systems
The technical aptitude to understand our technology stack and incident response protocols
Ability to size up a situation, assess the effectiveness of various tactics/strategies, and make rapid decisions on appropriate courses of action
Has flexibility and ability to listen to expert feedback, modifying plans on the fly as necessary
Your Bonus Skill

📌 Incident Manager (Celaya)
🏢 Plata Card
📍 Celaya