Major Incident Analyst
$150,000–$200,000 year
On-siteMexico City, Mexico City, Mexico
Job Summary
Lead and coordinate major incident resolution efforts to ensure minimal business disruption by monitoring system health and troubleshooting incidents using Grafana dashboards. Collaborate with Service Desk, SRE, and global teams in the Philippines, India, and the UK to drive fast resolution, utilizing ServiceNow and Jira for tracking and continuous improvement. Facilitate post-mortem reviews to identify lessons learned and opportunities for automation, while providing clear stakeholder communication. Requires 7+ years of SRE or IT Operations experience, hands-on proficiency with ServiceNow, Jira, and Grafana, and strong problem-solving skills under pressure. Based in Mexico City with a five-day workweek including rotational weekend coverage.
Required Qualifications
- 7+ 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 ServiceNow and Jira
- Practical knowledge of Grafana for system monitoring and troubleshooting
- Good understanding of Azure, Kubernetes, APIs, and Google Cloud VMware Engine (GCVE)
- Strong grasp of 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 with SRE, DevOps and ITIL best practices (Incident, Problem, and Change Management)
- Excellent verbal and written communication skills
- Ability to translate complex technical issues into business-focused communications
- Strong stakeholder engagement and relationship management capabilities
- Strong analytical mindset with the ability to assess incidents, identify risks, and drive resolution activities
- Ability to prioritize effectively and manage multiple concurrent incidents and tasks
- Strong attention to detail and process adherence
- Commitment to continuous service improvement and operational reliability
- Ability to work effectively in a dynamic and fast-changing environment
- WFO all 5 days in rotation
- Based in Mexico City
- Five-day workweek from the office, including participation in rotational weekend coverage as required
- Standard working hours aligned to Mexico City time, with flexibility required to support major incidents and global operations
Desired Qualifications
- Business knowledge in Logistics & Supply Chain Services, Terminals, Warehousing & Distribution, and Ocean & Shipping is a plus
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.