<p data-start="0" data-end="84">We are looking for an<strong data-start="0" data-end="84"><em> </em>Incident Manager </strong>to join our<strong data-start="0" data-end="84"> Customer IT Support </strong>team.</p> <p data-start="86" data-end="455"><br>The <strong data-start="90" data-end="113">Customer IT Support</strong> 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.</p> <p data-start="457" data-end="854" data-is-last-node="" data-is-only-node=""><br>As an <strong data-start="463" data-end="483">Incident Manager</strong>, 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.</p> <p><strong><br>Challenges that await you:</strong></p> <ul> <li>Lead our incident response from detection to resolution and retrospective analysis, ensuring minimal impact on our clients by making critical decisions quickly</li> <li>Take personal ownership of critical Incidents</li> <li>Demonstrate leadership and seamless coordination with global teams, both technical and business</li> <li>Assign incident roles and delegate tasks to the incident’s participants</li> <li>Organize post-incident recovery actions and customer communication</li> <li>Participate in post-incident reviews to identify root causes and improve future responses</li> <li>Mentor and develop the IT Support Duty Team members</li> <li>Train incident participants on how to act during critical incidents</li> <li>Take part in the company-wide improvements in terms of monitoring, alerting, and incident management processes</li> </ul> <p><strong>What makes you a great fit:</strong></p> <ul> <li>3+ years' experience in handling significant incidents in a 24/7 high-load environment</li> <li>5+ years in roles in engineering, product, or service delivery</li> <li>Clear, structured communication (including C-suite executives) under high pressure</li> <li>Ability to coordinate multiple teams simultaneously</li> <li>Strong decision-making in uncertain conditions</li> <li>Experience in Public Cloud, Microservices, and monitoring systems</li> <li>The technical aptitude to understand our technology stack and incident response protocols</li> <li>Ability to size up a situation, assess the effectiveness of various tactics/strategies, and make rapid decisions on appropriate courses of action</li> <li>Has flexibility and ability to listen to expert feedback, modifying plans on the fly as necessary</li> </ul> <p><br><strong>Your Bonus Skills:</strong></p> <ul> <li>Experience in Fintech in a similar role, SRE, or other technical roles</li> <li>Experience with AWS, Kubernetes, PostgreSQL, and Kafka</li> <li>Experience working with <a href="http://incidents.io">incidents.io</a>, Rootly, FireHydrant, or similar Incident Management Systems</li> <li>Experience coordinating with Legal, Communications, Privacy, and other non-technical stakeholders</li> </ul> <div class="t396__elem tn-elem tn-elem__8559900061715530713485" data-elem-id="1715530713485" data-elem-type="text" data-field-top-value="1024" data-field-left-value="271" data-field-height-value="20" data-field-width-value="656" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="1715" data-field-left-res-320-value="12" data-field-width-res-320-value="195" data-field-container-res-320-value="grid" data-field-top-res-480-value="1638" data-field-left-res-480-value="80" data-field-width-res-480-value="318" data-field-top-res-640-value="1204" data-field-left-res-640-value="65" data-field-width-res-640-value="307" data-field-top-res-960-value="1051" data-field-left-res-960-value="153" data-fields="top,left,width,height,container,axisx,axisy,widthunits,leftunits,topunits"> </div> <div class="t396__elem tn-elem tn-elem__8559900061715530713512" data-elem-id="1715530713512" data-elem-type="text" data-field-top-value="1310" data-field-left-value="271" data-field-height-value="208" data-field-width-value="634" data-field-axisy-value="top" data-field-axisx-value="left" data-field-container-value="grid" data-field-topunits-value="px" data-field-leftunits-value="px" data-field-heightunits-value="px" data-field-widthunits-value="px" data-field-textfit-value="autoheight" data-field-top-res-320-value="2142" data-field-left-res-320-value="10" data-field-width-res-320-value="308" data-field-container-res-320-value="grid" data-field-top-res-480-value="2064" data-field-left-res-480-value="80" data-field-height-res-480-value="338" data-field-width-res-480-value="333" data-field-container-res-480-value="grid" data-field-top-res-640-value="1565" data-field-left-res-640-value="65" data-field-width-res-640-value="487" data-field-top-res-960-value="1336" data-field-left-res-960-value="150" data-field