Be the Driving Force Behind Critical IT Resolutions!
When technology fails, businesses stop. Are you the kind of person who thrives in high-pressure situations, quickly bringing teams together to solve complex IT incidents? Do you excel at making fast, informed decisions to restore critical services? If so, we want you on our team!
We are seeking a Major Incident Analyst to join our Technology Operations Centrein Mexico City. This role demands collaboration and WFO all 5 days in rotation. In this role, you will lead the charge in restoring critical IT services, working closely with teams in the Philippines, India, and the UK. Your ability to coordinate, communicate, and drive resolution will ensure minimal business disruption while improving overall system resilience.
Key Responsibilities:
- Lead and coordinate major incident resolution efforts, ensuring minimal business disruption.
- Monitor and collaborate with Service Desk, SRE, Application Support Engineers, and other Technology Operations colleagues to drive fast and effective resolution of major incidents.
- Work closely with global Technology Operations teams, Platform Teams, Vendors, and SMEs, ensuring the right expertise is engaged at the right time.
- Analyse system health and troubleshoot incidents using Grafana dashboards.
- Provide timely and clear stakeholder communication.
- Utilize ServiceNow and Jira to track incidents and continuous improvements.
- Facilitate post-mortem reviews, identifying lessons learned and preventive actions.
- Identify opportunities for automation and efficiency improvements in incident management.
- Hands-on experience with paging solutions to streamline incident alerts and escalations.
What You Bring:
- 7+ years of experience in SRE, DevOps, IT Service Management, or IT Operations.
- Proven expertise in major incident management within large-scale enterprise environments.
- Hands-on experience with ServiceNow and Jira.
- Practical knowledge of Grafana for system monitoring and troubleshooting.
- Good understanding of Azure, Kubernetes, APIs, and Google Cloud VMware Engine (GCVE)
- Strong grasp of IT infrastructure, including networks, middleware, servers, storage, and databases.
- Excellent problem-solving and decision-making skills, especially under pressure.
- Experience working in a global, distributed team environment.
- Familiarity with SRE, DevOps and ITIL best practices (Incident, Problem, and Change Management).
- Business knowledge in Logistics & Supply Chain Services, Terminals, Warehousing & Distribution, and Ocean & Shipping is a plus.
Key Competencies
Communication & Stakeholder Management
- Excellent verbal and written communication skills.
- Ability to translate complex technical issues into business-focused communications.
- Strong stakeholder engagement and relationship management capabilities.
Analytical & Problem-Solving Skills
- Strong analytical mindset with the ability to assess incidents, identify risks, and drive resolution activities.
- Ability to prioritize effectively and manage multiple concurrent incidents and tasks.
Operational Excellence
- Strong attention to detail and process adherence.
- Commitment to continuous service improvement and operational reliability.
- Ability to work effectively in a dynamic and fast-changing environment.
Work Schedule & Flexibility:
- Day working hours.
- Based in Mexico City.
- Five-day workweek from the office, including participation in rotational weekend coverage as required.
- Standard working hours aligned to Mexico City time, with flexibility required to support major incidents and global operations.
- Regular collaboration with global teams across the Philippines, India, the United Kingdom, and other regions.
