Incident Manager - Senior [Customer IT Support]

As an Incident Manager, you will lead response efforts for high-impact incidents affecting customers and Plata products, ensuring swift coordination, clear communication, and efficient resolution. You will work closely with cross-functional teams to restore services, identify root causes, and drive continuous improvements that strengthen the resilience and reliability of our IT environment.

Challenges that await you:

* Lead our incident response from detection to resolution and retrospective analysis, ensuring minimal impact on our clients by making critical decisions quickly
* Take personal ownership of critical Incidents
* Demonstrate leadership and seamless coordination with global teams, both technical and business
* Assign incident roles and delegate tasks to the incident’s participants
* Organize post-incident recovery actions and customer communication
* Participate in post-incident reviews to identify root causes and improve future responses
* Mentor and develop the IT Support Duty Team members
* Train incident participants on how to act during critical incidents
* Take part in the company-wide improvements in terms of monitoring, alerting, and incident management processes

What makes you a great fit:

* 3+ years' experience in handling significant incidents in a 24/7 high-load environment
* 5+ years in roles in engineering, product, or service delivery
* Clear, structured communication (including C-suite executives) under high pressure
* Ability to coordinate multiple teams simultaneously
* Strong decision-making in uncertain conditions
* Experience in Public Cloud, Microservices, and monitoring systems
* The technical aptitude to understand our technology stack and incident response protocols
* Ability to size up a situation, assess the effectiveness of various tactics/strategies, and make rapid decisions on appropriate courses of action
* Has flexibility and ability to listen to expert feedback, modifying plans on the fly as necessary

Your Bonus Skills:

* Experience in Fintech in a similar role, SRE, or other technical roles
* Experience with AWS, Kubernetes, PostgreSQL, and Kafka
* Experience working with incidents.io, Rootly, FireHydrant, or similar Incident Management Systems
* Experience coordinating with Legal, Communications, Privacy, and other non-technical stakeholders

Our ways of working:
* Innovative Spirit: A commitment to creativity and groundbreaking solutions
* Honest Feedback: valuing open, transparent communication
* Supportive Team: a strong, collaborative community
* Celebrating Achievements: recognizing our wins together
* High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

Our benefits:
* Relocation support to Mexico with assistance for the employee and their family
* Flexible work: hybrid or full-time from our office in Mexico or or remotely within time zones from GMT-8 to GMT-3
* Healthcare Coverage
* Education Budget: Language lessons, professional training and certifications
* Wellness Budget: Mental health and fitness activity reimbursements
* Vacation Policy: Annual leave and paid sick leave as per applicable policies