Incident Manager

hace 6 meses

Ciudad de México RED AMIGO DAL S.A.P.I. of C.V. S.O.F.O.M. E.N.R A tiempo completo

About Konfío

Konfío is at the forefront of transforming the fintech and banking landscape, leveraging technology to empower businesses with innovative financial solutions. As we embark on significant technological transformations to enhance our capabilities and services, we are seeking an experienced Incident Manager to lead the Incident Management rituals, fostering our continued growth and resilience in the dynamic fintech sector.

Role Description

We are currently seeking a highly organized and detail-oriented Incident Manager to join our team in the Financial Services industry. The Incident Manager will play a critical role in ensuring the stability and security of our systems and operations by effectively managing and responding to incidents in a timely manner.

As an Incident Manager, you will work closely with various stakeholders, including Technology Operations, Product Engineering teams, Security teams, and Agile and Product teams, to coordinate the response and resolution of incidents. You will be responsible for triaging and prioritizing incidents, ensuring proper escalation and communication, and conducting thorough incident investigations to identify root causes and implement preventive measures. Additionally, you will regularly analyze incident data to identify trends and implement process improvements to minimize future incidents.

**Product, Technology and Data Departments**

The Product, Technology, and Data Departments consist of software development and operations activities organized as Tribes and Chapters, encompassing Product, Cybersecurity, Architecture, Operations, Infrastructure, Engineering, IT, and Operations responsibilities. Reporting to the Director of Technology, this role collaborates with business

stakeholders, Tribe and Chapter leaders to establish effective resolution and communication for incidents, thereby minimizing the impact on business metrics.

As the Incident Manager, you will play a crucial role in overseeing and managing incidents across these departments. Your responsibilities will include coordinating with relevant stakeholders, leading incident response teams, and ensuring timely resolution. The Incident Manager will serve as a central point of contact for incident communication, keeping all parties informed about the status and progress of incident resolution efforts.

In addition to handling incidents, you will work towards enhancing incident response processes and strategies, aiming to continuously improve the organization's ability to mitigate and prevent future incidents. Your expertise in incident management, coupled with a deep understanding of the technological landscape within Konfío, will be vital in safeguarding the company's operations and maintaining the integrity of its systems.

Key Responsibilities
- **Incident Response Leadership**:
Lead and coordinate the response to technical and security incidents, ensuring swift and effective resolution.

Act as Incident Facilitator to ensure the effectiveness of the execution of the process, including all relevant phases, using the established channels of communication.
- **I**ncident Analysis**:
Conduct thorough analysis of technical and security incidents, identifying root causes and contributing factors.
- **Impact Assessment**:
Conduct thorough evaluations of incidents to determine their potential impact on various aspects of the organization, including but not limited to operations, data integrity, and customer experience.

Collaborate with relevant teams to establish criteria for impact categorization, considering both immediate and long-term implications.
- **Documentation**:
Collaborate with key stakeholders to develop Postmortems associated with incidents, effectively communicating with Managers, Directors, and Senior Management.

Create operating procedures and incident response plans for recurring incidents, offering clear guidance for mitigation and root cause analysis.

Establish and maintain a Technical Contact Inventory for critical and non-critical vendors and third parties.
- **Process Development**:
Develop new versions and refine incident management processes, in line with industry standards and regulatory requirements.
- **Continuous Improvement**:
Collaborate with Product Engineering, System Reliability Engineering, Data, and Cybersecurity teams to enhance incident detection and response capabilities.

Improve alerts and incident sensitivity, providing clear categorization, names, and reducing unnecessary noise.

Correlate alerts, incidents, and operating procedures to identify opportunities for automation improvements.
- **Monitoring**:
Monitor key metrics and trends of processes such as MTTD, MTTR, MTTA, MTBF, identifying insights categorized by product and scopes or technologies.

Establish and maintain a real-time incident dashboard for continuous monitoring and quick response to emerging threats.
- **Reporting**:
Prepare detailed weekly and monthly incident reports, highli

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