Incident Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Engage with technology teams and business stakeholders regarding processes, incident alerts, and capacity planning.

• Oversee, coordinate, and evaluate Disaster Recovery (DR) strategies.

• Generate reports and assess incident, change, and problem tickets to uncover trends and enhance processes.

• Contribute to Agile process transformation as a member of the Availability/Process Team.

• Manage critical technology incidents and promote process enhancements throughout the organization.

⛳️ Requirements

• College or University degree and/or relevant, proven work experience.

• Experience in the Financial Services Industry.

• Proficient in the ITIL methodology.

• Familiarity with the Service-Now ticketing system.

• Strong organizational, analytical, active listening, and problem-solving abilities.

• Capability to work both independently and collaboratively while adapting to changes.

• High proficiency in Microsoft Office applications/tools (Word, Excel, PowerPoint, SharePoint, Visio).

• Proficient in creating and presenting system availability data in Excel and PowerPoint, including Pivot Tables, Pivot Charts, and PowerPoint graph analysis.

• Resilience, emotional intelligence, and a focus on agile delivery.

• Comprehensive understanding of the distinction between coding and engineering.

• Familiarity with cloud-native foundations or AI coding assistants.

• Advanced proficiency in oral English.

• Advanced proficiency in Spanish.

• Exceptional verbal and written communication skills.

🏝️ Benefits

• Flexible work arrangements with the option to work remotely.

• Opportunities for continuous learning and professional development.

• Exposure to high-impact projects and intricate engineering challenges.

• Collaboration with international teams across global delivery centers.