Incident Manager - Senior [Customer IT Support]

Location: Mexico We are looking for an Incident Manager to join our Customer IT Support team. The Customer IT Support team is responsible for leading and coordinating critical outages, engaging technical and business stakeholders across the company, and driving incidents toward timely resolution. The team plays a key role in minimizing customer impact, maintaining service reliability, and ensuring effective communication throughout the incident lifecycle. 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