Incident Manager - Senior [Customer IT Support]

<p><strong>The Customer IT Support team</strong> is responsible for leading and coordinating critical outages and engaging technical and other specialists across the company to keep the incident moving toward resolution.</p> <p><strong>Short Summary:</strong></p> <p>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.</p> <p><br><strong>Challenges that await you:</strong></p> <ul> <li>Lead our incident response from detection to resolution and retrospective analysis, ensuring minimal impact on our clients by making critical decisions quickly</li> <li>Take personal ownership of critical Incidents</li> <li>Demonstrate leadership and seamless coordination with global teams, both technical and business</li> <li>Assign incident roles and delegate tasks to the incident’s participants</li> <li>Organize post-incident recovery actions and customer communication</li> <li>Participate in post-incident reviews to identify root causes and improve future responses</li> <li>Mentor and develop the IT Support Duty Team members</li> <li>Train incident participants on how to act during critical incidents</li> <li>Take part in the company-wide improvements in terms of monitoring, alerting, and incident management processes</li> </ul> <p><strong>What makes you a great fit:</strong></p> <ul> <li>3+ years' experience in handling significant incidents in a 24/7 high-load environment</li> <li>5+ years in roles in engineering, product, or service delivery</li> <li>Clear, structured communication (including C-suite executives) under high pressure</li> <li>Ability to coordinate multiple teams simultaneously</li> <li>Strong decision-making in uncertain conditions</li> <li>Experience in Public Cloud, Microservices, and monitoring systems</li> <li>The technical aptitude to understand our technology stack and incident response protocols</li> <li>Ability to size up a situation, assess the effectiveness of various tactics/strategies, and make rapid decisions on appropriate courses of action</li> <li>Has flexibility and ability to listen to expert feedback, modifying plans on the fly as necessary</li> </ul> <p><br><strong>Your Bonus Skills:</strong></p> <ul> <li>Experience in Fintech in a similar role, SRE, or other technical roles</li> <li>Experience with AWS, Kubernetes, PostgreSQL, and Kafka</li> <li>Experience working with <a href="http://incidents.io">incidents.io</a>, Rootly, FireHydrant, or similar Incident Management Systems</li> <li>Experience coordinating with Legal, Communications, Privacy, and other non-technical stakeholders</li> </ul> <div class="t396__elem tn-elem tn-elem__8559900061715530713485" data-elem-id="1715530713485" data-elem-type="text" data-field-top-value="1024" data-field-left-value="271" data-field-height-value="20" data-field-width-value="656" data-field-axisy-value="top" 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data-elem-id="1715530713485" data-elem-type="text" data-field-top-value="1024" data-field-left-value="271" data-field-height-value="20" data-field-width-value="656" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="1715" data-field-left-res-320-value="12" data-field-width-res-320-value="195" data-field-container-res-320-value="grid" data-field-top-res-480-value="1638" data-field-left-res-480-value="80" data-field-width-res-480-value="318" data-field-top-res-640-value="1204" data-field-left-res-640-value="65" data-field-width-res-640-value="307" data-field-top-res-960-value="1051" data-field-left-res-960-value="153" data-fields="top,left,width,height,container,axisx,axisy,widthunits,leftunits,topunits"> <div class="tn-atom"><strong>Our ways of working:</strong></div> </div> <div class="t396__elem tn-elem tn-elem__8559900061715530713504" data-elem-id="1715530713504" data-elem-type="text" data-field-top-value="1060" data-field-left-value="271" data-field-height-value="182" data-field-width-value="598" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="1747" data-field-left-res-320-value="10" data-field-width-res-320-value="303" data-field-container-res-320-value="grid" data-field-top-res-480-value="1670" data-field-left-res-480-value="80" data-field-height-res-480-value="338" data-field-width-res-480-value="321" data-field-container-res-480-value="grid" data-field-top-res-640-value="1239" data-field-left-res-640-value="65" data-field-width-res-640-value="489" data-field-top-res-960-value="1087" data-field-left-res-960-value="150" data-fields="top,left,width,height,container,axisx,axisy,widthunits,leftunits,topunits"> <div class="tn-atom"> <ul> <li><strong>Innovative Spirit:&nbsp;</strong>A commitment to creativity and groundbreaking solutions</li> <li><strong>Honest Feedback:</strong>&nbsp;valuing open, transparent communication</li> <li><strong>Supportive Team:&nbsp;</strong>a strong, collaborative community</li> <li><strong>Celebrating Achievements:&nbsp;</strong>recognizing our wins together</li> <li><strong>High-Tech Environment:</strong>&nbsp;a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances</li> </ul> </div> </div> <div class="t396__elem tn-elem tn-elem__8559900061715530713509" data-elem-id="1715530713509" data-elem-type="text" data-field-top-value="1274" data-field-left-value="271" data-field-height-value="20" data-field-width-value="656" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="2110" data-field-left-res-320-value="11" data-field-width-res-320-value="210" data-field-container-res-320-value="grid" data-field-top-res-480-value="2032" data-field-left-res-480-value="80" data-field-width-res-480-value="318" data-field-top-res-640-value="1530" data-field-left-res-640-value="69" data-field-width-res-640-value="307" data-field-top-res-960-value="1300" data-field-left-res-960-value="154" data-fields="top,left,width,height,container,axisx,axisy,widthunits,leftunits,topunits"> <div class="tn-atom"><strong>Our benefits:</strong></div> </div> <div class="t396__elem tn-elem tn-elem__8559900061715530713512" data-elem-id="1715530713512" data-elem-type="text" data-field-top-value="1310" data-field-left-value="271" data-field-height-value="208" data-field-width-value="634" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="2142" data-field-left-res-320-value="10" data-field-width-res-320-value="308" data-field-container-res-320-value="grid" data-field-top-res-480-value="2064" data-field-left-res-480-value="80" data-field-height-res-480-value="338" data-field-width-res-480-value="333" data-field-container-res-480-value="grid" data-field-top-res-640-value="1565" data-field-left-res-640-value="65" data-field-width-res-640-value="487" data-field-top-res-960-value="1336" data-field-left-res-960-value="150" data-field-width-res-960-value="582" data-fields="top,left,width,height,container,axisx,axisy,widthunits,leftunits,topunits"> <div class="tn-atom"> <ul> <li><strong>Relocation support&nbsp;</strong>to Mexico with assistance for the employee and their family</li> <li><strong>Flexible work:&nbsp;</strong>hybrid or full-time from our office in Mexico or or remotely within time zones from GMT-8 to GMT-3</li> <li><strong>Healthcare</strong>&nbsp;<strong>Coverage</strong></li> <li data-list="bullet"><strong>Education Budget:</strong>&nbsp;Language lessons, professional training and certifications</li> <li data-list="bullet"><strong>Wellness Budget:</strong>&nbsp;Mental health and fitness activity reimbursements</li> <li data-list="bullet"><strong>Vacation policy:</strong>&nbsp;20 days of annual leave and paid sick leave</li> </ul> </div> </div> </div> </div>