Stefanini LATAM
1 month ago
Incident Manager
Sign up to save this job, get alerts, and apply with an optimized CV.
Company information
- Company
- Stefanini LATAM
- Location
- México Mexico
- Posted
- 1 month ago
Job description
Be a part of Stefanini!
At Stefanini we are more than 30,000 geniuses, connected from more than 40 countries, we co-create a better future.
Apply Incident Manager!
Requirements
- Bachelor's degree in Computer Science, Information Technology, Information Systems, Engineering, or a related field.
- 5+ years of experience in IT Operations.
- 3 years of experience as an Incident Manager, Major Incident Manager, Problem Manager, or Change Manager.
- 1 year in core banking Platform: Digital banking channels, ATM, and POS platforms
- Proven experience within the banking or financial services industry.
- Strong knowledge of ITIL v3 and/or ITIL 4 (ITIL certification is highly preferred).
- Hands-on experience managing critical incidents across enterprise infrastructure and application environments.
- Strong understanding of enterprise technology architectures, including: On-premises and Cloud infrastructure, Middleware, Database platforms, APIs and Microservices
- Experience using IT Service Management (ITSM) tools such as ServiceNow, Jira, Remedy, or similar platforms.
- Working knowledge of SQL and relational databases.
- Advanced English (written and verbal) with the ability to lead executive communications and coordinate global teams.
- Additional certifications in cloud technologies, IT Service Management, Business Continuity, or Operational Excellence are considered a plus.
Essential Duties and Responsibilities:
- Lead war rooms and crisis bridge calls involving Infrastructure, Applications, Networks, Databases, Middleware, Cloud, Security, and third-party vendors.
- Act as the operational leader during critical incidents, driving decision-making, coordination, and resolution efforts until service restoration.
- Ensure compliance with ITIL Incident Management processes, including technical, functional, and executive escalation procedures.
- Provide clear, timely, and concise executive communications to business stakeholders and senior leadership throughout the incident lifecycle.
- Prepare executive reports and post-incident reviews, including impact assessment, recovery timelines, root cause summaries, corrective actions, and lessons learned.
- Coordinate the transition of recurring incidents to Problem Management for root cause analysis and long-term resolution.
- Monitor and analyze key operational metrics such as MTTR, MTTA, SLA compliance, service availability, and incident trends to drive continuous improvement.
- Collaborate with Change Management, Problem Management, Operations, and Engineering teams to improve service stability and operational resilience.
- Manage incidents in mission-critical, high-availability, 24x7 production environments.
- Ensure compliance with operational governance, regulatory requirements, and service management best practices within the financial industry
What’s in for you?
- Fully Remote
- Company Equipment
- Personnel Days
- Multicultural experience
- Path Career
- Mentoring/Learning Platforms
Required skills
- english
- engineering
- mentoring
- operational excellence
- operations
- security
- databases
- jira
- financial services
- sql
- cloud
- cloud technologies
- apis
- infrastructure
- change management
- microservices
- cloud infrastructure
- root cause analysis
- servicenow
- relational databases
- banking
- networks
- regulatory requirements
- service management
- itsm
- problem management
- it service management
- remedy
- mttr
- it operations
- itil certification
- itil v3
- applications
- post-incident reviews
- business continuity
- change manager
- middleware
- fully remote
- high-availability
- itil 4
- on-premises
- core banking platform
- atm
- enterprise infrastructure
- financial industry
- learning platforms
- production environments
- major incident manager
- operational governance
- executive communications
- mission-critical
- service availability
- operational resilience
- problem manager
- mtta
- incident manager
- digital banking channels
- database platforms
- 24x7
- sla compliance
- war rooms
- application environments
- company equipment
- pos platforms
- enterprise technology architectures
- crisis bridge calls
- itil incident management
- escalation procedures
- incident trends
- service stability
- personnel days
- multicultural experience
- path career
Interested in this position?
Create your free account and tailor your CV to match this job.