We are seeking aMajor Incident Managerto join ourTechnology Operations CentreinMexico City. 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.

• Analysesystem 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-incident 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:

• 10+ 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 ServiceNowandJira.

• Practical knowledge of Grafana for system monitoring and troubleshooting.

• Goodunderstandingof Azure, Kubernetes, APIs, and Google Cloud VMware Engine (GCVE)

• Stronggraspof 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 withSRE, DevOps andITIL best practices (Incident, Problem, and Change Management).

• Business knowledge in Logistics & Supply Chain Services, Terminals, Warehousing & Distribution, and Ocean & Shipping isa plus.

Soft Skills:

• Exceptional communication skills, translating technical details into business language.

• Strong stakeholder management and crisis-handling abilities.

• Ability to thrive in fast-paced environments and handle multiple priorities.

• Adaptability to evolving technologies and a passion for delivering world-class IT services.

Work Schedule & Flexibility:

• Standard working hours: 10 AM Mexico City time.

• 5-day work schedule with 3 days off, including some weekend shifts.

• Global collaboration with teams across the Philippines, India, and the UK.