Hybrid role in cdmx
we are looking for a high-level major incident manager, specialized in itil, to lead the management of critical incidents affecting business continuity. This senior profile must have proven experience coordinating technological crises in complex environments, being responsible for orchestrating war rooms and ensuring the prompt resolution of high-impact incidents.
key responsibilities
* lead, coordinate, and orchestrate war rooms during critical business incidents, ensuring effective participation from all relevant teams and stakeholders.
* implement and maintain the major incident management process under the itil framework, ensuring continuous improvement and sla compliance.
* act as the main point of contact during technology crises affecting business operations, working under pressure and making quick, assertive decisions.
* facilitate efficient executive and operational communication between technical areas, business units, and senior leadership during major incidents.
* manage training and enablement of teams for optimal response to critical incidents.
* evaluate trends and propose preventive actions to reduce the likelihood and impact of future incidents.
requirements
* proven experience (minimum 5 years) as a major incident manager, incident coordinator, or similar roles managing major/critical incidents in high-availability enterprise environments.
* itil certification (preferably itil v4).
* strong knowledge of crisis management, business continuity, and stakeholder handling under high-pressure scenarios.
* demonstrated ability to lead, orchestrate, and moderate war rooms with a focus on immediate and efficient resolution.
* excellent verbal and written communication skills.
* analytical skills to identify, document, and report root causes and remediation plans.
* strategic thinking, resilience, and results-oriented mindset under pressure.
nice to have skills
* experience in financial services, telecommunications, retail, or other industries with high technological criticality.
* certifications in crisis management (e.g., bcm, iso or complementary frameworks (cobit, lean it).
* experience managing distributed teams and vendor/outsourcing relationships.