The Customer IT Support teamis 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 quicklyTake personal ownership of critical IncidentsDemonstrate leadership and seamless coordination with general teams, both technical and businessAssign incident roles and delegate tasks to the incident's participantsOrganize post-incident recovery actions and customer communicationParticipate in post-incident reviews to identify root causes and improve future responsesMentor and develop the IT Support Duty Team membersTrain incident participants on how to act during critical incidentsTake part in the company-wide improvements in terms of monitoring, alerting, and incident management processesWhat makes you a great fit:3+ years' experience in handling significant incidents in a 24/7 high-load environment5+ years in roles in engineering, product, or service deliveryClear, structured communication (including C-suite executives)



under high pressureAbility to coordinate multiple teams simultaneouslyStrong decision-making in uncertain conditionsExperience in Public Cloud, Microservices, and monitoring systemsThe technical aptitude to understand our technology stack and incident response protocolsAbility to size up a situation, assess the effectiveness of various tactics/strategies, and make rapid decisions on appropriate courses of actionHas flexibility and ability to listen to expert feedback, modifying plans on the fly as necessaryYour Bonus Skills:Experience in Fintech in a similar role, SRE, or other technical rolesExperience with AWS, Kubernetes, Postgre SQL, and KafkaExperience working with , Rootly, Fire Hydrant, or similar Incident Management SystemsExperience coordinating with Legal, Communications, Privacy, and other non-technical stakeholdersOur ways of working:Innovative Spirit:A commitment to creativity and groundbreaking solutionsHonest Feedback:valuing open, transparent communicationSupportive Team:a strong, collaborative communityCelebrating Achievements:recognizing our wins togetherHigh-Tech Environment:a team full of smart and revolutionary people who date to challenge the status quo of incumbent financesOur benefits:Relocation supportto Mexico with assistance for the employee and their familyFlexible work:hybrid or full-time from our office in Mexico or or remotely within time zones from GMT-8 to GMT-3HealthcareCoverageEducation Budget:Language lessons, professional training and certificationsWellness Budget:Mental health and fitness activity reimbursementsVacation policy:20 days of annual leave and paid sick leave

📌 Incident Manager - Senior [Customer It Support] (Celaya)
🏢 Plata Card
📍 Celaya