Incident Manager - Senior [Customer IT Support]

The role

You will lead response efforts for high-impact incidents affecting customers and Plata products. You will work with cross-functional teams to restore services, identify root causes, and drive continuous improvements.

What you will do

• Lead incident response from detection to resolution and retrospective analysis
• Take personal ownership of critical Incidents
• Demonstrate leadership and seamless coordination with global teams
• Assign incident roles and delegate tasks to the incident participants
• Organize post-incident recovery actions and customer communication
• Participate in post-incident reviews to identify root causes
• Mentor and develop the IT Support Duty Team members
• Train incident participants on how to act during critical incidents
• Take part in company-wide improvements in monitoring, alerting, and incident management processes

Required qualifications

• 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
• Technical aptitude to understand technology stack and incident response protocols
• Ability to size up a situation, assess tactics, and make rapid decisions
• Flexibility and ability to listen to expert feedback and modify plans

Nice to have

• 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

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 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

About the company

Platacard is a high-tech environment with a team of smart and revolutionary people who challenge the status quo of incumbent finances.