Major Incident Manager / Incident Manager

Major Incident Manager / Incident Manager We are One Team. We make it happen. We are Unstoppable. BABEL is a multinational technology consulting firm specialized in applying its services and technological knowledge in the digital acceleration processes of its clients, large companies, and public organizations. Our strategic plan is to look towards the future! Our strategic plan Hiperespacio 2029 promises to be an exciting journey, full of opportunities to grow and develop professionally. To reach 1000 million in revenue, a challenge that we are sure that with the collaboration and talent of our people, will be another success story that we will write together. We are looking for a Major Incident Manager / Incident Manager with consolidated experience in the management of major incidents, P3 incidents, and high-pressure critical situations, capable of autonomously assuming the control and coordination of incidents that may affect critical services of the organization. The person will be responsible for quickly evaluating the impact and priority of incidents, determining when it is necessary to activate the Major Incident Management (MIM) process and to launch the technical bridge within a maximum of 10 minutes, mobilizing the necessary teams and specialists to accelerate diagnosis and resolution. The position requires solid practical experience in ITIL, especially in the processes of Incident Management, Problem Management, and Change Management, as well as in the realization and follow-up of postmortems and root cause analysis (RCA).During the management of critical incidents, it will act as the central point of coordination between technical teams, suppliers, and Business areas, leading the bridge and ensuring that actions, responsibilities, and next steps are clearly defined. It is not necessary to be a specialist in all technologies, but to have transversal technical criteria in applications, infrastructure, networks, and security, sufficient to quickly identify which teams should intervene and to ask the right questions to guide the resolution. The position also has an important component of communication and stakeholder management. It will be responsible for keeping all involved parties informed, issuing communications within established times, and adapting technical information to different interlocutors, including Business teams and international environments.