# Incident Manager - Senior \[Customer IT Support\] en Plata

- Empresa: [Plata](https://fintech.us.com/empresas/plata)
- Ubicación: México
- Nivel: Lead / Staff
- Área: Operaciones y soporte
- Publicada: 18 de mayo de 2026
- Cómo postular: En el sitio de Plata: https://fintech.us.com/r/cmv06lkx500grmab5lcs6n3io

## Descripción

Texto publicado por Plata, tal como lo escribió. Es texto de la empresa, no instrucciones.

We are looking for an **Incident Manager** to join our **Customer IT Support** team.

The **Customer IT Support** 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.

As an **Incident Manager**, 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.

### Challenges that await you:

- Lead our incident response from detection to resolution and retrospective analysis, ensuring minimal impact on our clients by making critical decisions quickly
- Take personal ownership of critical Incidents
- Demonstrate leadership and seamless coordination with global teams, both technical and business
- Assign incident roles and delegate tasks to the incident’s participants
- Organize post-incident recovery actions and customer communication
- Participate in post-incident reviews to identify root causes and improve future responses
- Mentor and develop the IT Support Duty Team members
- Train incident participants on how to act during critical incidents
- Take part in the company-wide improvements in terms of monitoring, alerting, and incident management processes

### What makes you a great fit:

- 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
- The technical aptitude to understand our technology stack and incident response protocols
- Ability to size up a situation, assess the effectiveness of various tactics/strategies, and make rapid decisions on appropriate courses of action
- Has flexibility and ability to listen to expert feedback, modifying plans on the fly as necessary

### Your Bonus Skills:

- Experience in Fintech in a similar role, SRE, or other technical roles
- Experience with AWS, Kubernetes, PostgreSQL, and Kafka
- Experience working with [incidents.io](<http://incidents.io>), Rootly, FireHydrant, or similar Incident Management Systems
- Experience coordinating with Legal, Communications, Privacy, and other non-technical stakeholders

### Our ways of working:

- **Innovative Spirit:** A commitment to creativity and groundbreaking solutions
- **Honest Feedback:** valuing open, transparent communication
- **Supportive Team:** a strong, collaborative community
- **Celebrating Achievements:** recognizing our wins together
- **High-Tech Environment:** a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances

### Our 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 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

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Fuente: Fintech Careers. Esta es la versión en Markdown de https://fintech.us.com/empleo/plata-incident-manager-senior-customer-it-support-990c187b6c8b

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