IT Major Incident Specialist

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

📋 Description

• Serve as the primary line of defense in addressing production issues.

• Oversee system health and collaborate with relevant teams to accelerate service recovery.

• Handle incident and problem investigations effectively.

• Implement preventive strategies by diagnosing root causes.

• Enhance code, infrastructure, processes, and other areas through collaborative efforts across functions.

• Effectively manage production incidents and problems.

• Take ownership of the operational health of production and provide timely updates to stakeholders during service interruptions.

• Recognize opportunities for efficiency improvements through optimization, simplification, and automation.

• Collaborate with IT stakeholders from infrastructure, application development, architecture, data, and security teams.

• Propel the achievement of ITSM KPIs that align with the strategic objectives of the organization.

• Safeguard the stability and performance of production applications.

• Enhance system uptime and minimize mean time to recovery (MTTR).

• Avert production outages through efficient change and problem management.

• Work alongside IT teams in a hybrid work environment.

• Cultivate an inclusive workplace and support the company culture.

⛳️ Requirements

• Proven experience as an IT technical professional.

• Capability to comprehend extensive IT ecosystems and link business processes with the IT systems that support them.

• General understanding of engineering, software development, cloud computing, DevOps, SRE, and Observability, with proficiency in at least one area.

• Ability to troubleshoot, analyze, and resolve IT application issues of various scales.

• Familiarity with multiple application performance, log analysis, network performance, and digital experience monitoring tools such as Dynatrace, ThousandEyes, ExtraHop, SevOne, and FullStory.

• Experience in identifying and implementing process improvements that lead to efficiency gains and/or enhanced customer experience.

• Willingness to support extended hours based on business requirements.

🏝️ Benefits

• A competitive salary along with performance-based bonuses.

• A comprehensive benefits package.

• Flexible work arrangements (remote and/or office-based).

• A vibrant and inclusive work culture within a globally recognized organization.

• Private Health Insurance.

• Paid Time Off.

• Opportunities for Training & Development in collaboration with prestigious companies.