Gestor de Incidencias (Incident Manager)
Core
Coordinating resolution of critical infrastructure incidents in banking operations, ensuring system availability and business continuity.
Role type
Senior Incident Manager (IT Operations)
Builds
Stable banking infrastructure and critical operational systems
Domain
Banking / IT Operations / Incident Management
Required skills
Incident Management, Major Incident Response, ITIL Framework, Cross-functional Team Coordination, SLA Management, Root Cause Analysis (RCA), Vendor Management, Executive Communication, Problem Management, Regulated Environment Experience
Preferred skills
ServiceNow, Monitoring & Observability Tools, ITIL Certification
Responsibilities
Lead response and resolution of critical incidents from detection to closure; Facilitate technical bridges and follow-up committees; Manage executive communications regarding incident status and business impact; Monitor and report on SLA compliance; Conduct post-incident reports and root cause analysis; Collaborate with Problem Management to prevent recurrence; Manage vendor relationships during incidents.
Seniority
Senior, hands-on IC