Major Incident Analyst

Be the Driving Force Behind Critical IT Resolutions!

When technology fails businesses stop. Are you the kind of person who thrives in high-pressure situations quickly bringing teams together to solve complex IT incidents Do you excel at making fast informed decisions to restore critical services If so we want you on our team!

We are seeking a Major Incident Analyst to join our Technology Operations Centrein Mexico City. This role demands collaboration and WFO all 5 days in this role you will lead the charge in restoring critical IT services working closely with teams in the Philippines India and the UK. Your ability to coordinate communicate and drive resolution will ensure minimal business disruption while improving overall system resilience.

Key Responsibilities:

• Lead and coordinate major incident resolution efforts ensuring minimal business disruption.
• Monitor and collaborate with Service Desk SRE Application Support Engineers and other Technology Operations colleagues to drive fast and effective resolution of major incidents.
• Work closely with global Technology Operations teams Platform Teams Vendors and SMEs ensuring the right expertise is engaged at the right time.
• Analyse system health and troubleshoot incidents using Grafana dashboards.
• Provide timely and clear stakeholder communication.
• Utilize ServiceNow and Jira to track incidents and continuous improvements.
• Facilitate post-mortem reviews identifying lessons learned and preventive actions.
• Identify opportunities for automation and efficiency improvements in incident management.
• Hands-on experience with paging solutions to streamline incident alerts and escalations.

What You Bring:

• 7 years of experience in SRE DevOps IT Service Management or IT Operations.
• Proven expertise in major incident management within large-scale enterprise environments.
• Hands-on experience with ServiceNow and Jira.
• Practical knowledge of Grafana for system monitoring and troubleshooting.
• Good understanding of Azure Kubernetes APIs and Google Cloud VMware Engine (GCVE)
• Strong grasp of IT infrastructure including networks middleware servers storage and databases.
• Excellent problem-solving and decision-making skills especially under pressure.
• Experience working in a global distributed team environment.
• Familiarity with SRE DevOps and ITIL best practices (Incident Problem and Change Management).
• Business knowledge in Logistics & Supply Chain Services Terminals Warehousing & Distribution and Ocean & Shipping is a plus.

Key Competencies

Communication & Stakeholder Management

• Excellent verbal and written communication skills.
• Ability to translate complex technical issues into business-focused communications.
• Strong stakeholder engagement and relationship management capabilities.

Analytical & Problem-Solving Skills

• Strong analytical mindset with the ability to assess incidents identify risks and drive resolution activities.
• Ability to prioritize effectively and manage multiple concurrent incidents and tasks.

Operational Excellence

• Strong attention to detail and process adherence.
• Commitment to continuous service improvement and operational reliability.
• Ability to work effectively in a dynamic and fast-changing environment.

Work Schedule & Flexibility:

• Day working hours.
• Based in Mexico City.
• Five-day workweek from the office including participation in rotational weekend coverage as required.
• Standard working hours aligned to Mexico City time with flexibility required to support major incidents and global operations.
• Regular collaboration with global teams across the Philippines India the United Kingdom and other regions.

Why Join Us

At Maersk we offer exciting global career opportunities where you can grow and develop your skills. Youll be part of a diverse values-driven team that supports each other and thrives on innovation and collaboration. We believe in fairness respect and continuous learning providing competitive compensation great benefits and world-class development programs to help you reach your full potential.

If youre ready to make an impact and grow your career wed love to hear from you - apply today!

Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.

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