# Incident Manager - Senior [Customer IT Support] at Plata Card

Incident Manager - Senior [Customer IT Support] at Plata Card in Mexico. Hybrid, full-time. Posted May 18, 2026.

- Company: Plata Card
- Location: Mexico
- Workplace: Hybrid
- Job type: Full-time
- Experience: 3+ years
- Posted: 2026-05-18
- Apply: https://plata.careers/vacancy/details?id=5223373008&gh_jid=5223373008
- Source: https://jobmagic.ai/jobs/incident-manager-senior-customer-it-support-plata-card-dxpphn

## Description

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, 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