GSOC Latam Incident Manager

Our client represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates, and Society to Rise™.

They are a USD 6 billion company with 163,000+ professionals across 90 countries, helping 1279 global customers, including Fortune 500 companies. They focus on leveraging next-generation technologies, including 5G, Blockchain, Metaverse, Quantum Computing, Cybersecurity, Artificial Intelligence, and more, on enabling end-to-end digital transformation for global customers.

Our client is one of the fastest-growing brands and among the top 7 IT service providers globally. Our client has consistently emerged as a leader in sustainability and is recognized amongst the ‘2021 Global 100 Most sustainable corporations in the World by Corporate Knights. 

We are currently searching for a GSOC Latam Incident Manager:

Responsibilities:

• Lead incident bridge calls involving global support teams, ensuring timely coordination and resolution.
• Play a critical leadership role during major service disruptions, restoring business-critical services within agreed SLAs.
• Communicate effectively with senior executives (VP level and above) in both Business and Technology domains.
• Demonstrate strategic thinking under pressure, balancing risk and making sound decisions.
• Track and manage multiple high-impact incidents, prioritizing efficiently and ensuring accurate reporting.
• Collaborate with multidisciplinary, multicultural teams across various countries.
• Foster a culture of innovation, inclusivity, and continuous learning within the organization.

Requirements:

• Minimum 5 years of experience managing major incidents in large, complex IT environments.
• Strong communication skills (verbal, written, presentation).
• Bachelor’s degree in Computer Science, Engineering, Information Sciences or related field.
• At least 3 years of experience interacting with senior executives (VP+ level).
• Proven ability to work under pressure, prioritize effectively, and maintain service continuity.
• Knowledge of enterprise technologies and service management practices.
• Fluency in English (Advanced level).
• Location: Mexico City / Hybrid.

Desired:

• Experience in the banking and financial sector is a plus.
• Certification in ITIL Foundations (V3, 2011, or V4).
• Soft skills: ethics, empathy, teamwork, communication, adaptability, conflict resolution, assertiveness, active listening, customer focus, strategic thinking, and autonomous results delivery.

Languages

• Advanced Oral English.
• Native Spanish.

Note:

• Hybrid
• CDMX

If you meet these qualifications and are pursuing new challenges, Start your application to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page: https://www.sequoia-connect.com/careers/.

Requirements:

• Minimum 5 years of experience managing major incidents in large, complex IT environments.
• Strong communication skills (verbal, written, presentation).
• Bachelor’s degree in Computer Science, Engineering, Information Sciences or related field.
• At least 3 years of experience interacting with senior executives (VP+ level).
• Proven ability to work under pressure, prioritize effectively, and maintain service continuity.
• Knowledge of enterprise technologies and service management practices.
• Fluency in English (Advanced level).
• Location: Mexico City / Hybrid.