Major Incident Manager

Hybrid, Mexico City

Amer Sports is looking for a **Major Incident Manager** to lead the response and resolution of **high-priority IT incidents**. If you thrive in a fast-paced environment, have strong **problem-solving skills**, and can efficiently **coordinate across teams**, this is the perfect opportunity for you

In this role, you will act as the **central point of contact** during major incidents, ensuring mínimal downtime and quick service recovery. You will **manage escalations**, maintain **clear stakeholder communication**, and drive **post-incident improvements** to prevent future disruptions.

**What you will be doing**:

- ** Major Incident Management**: Oversee **major incidents**, ensuring rapid and efficient resolution within **Service Level Agreements (SLA)**.
- ** Incident Coordination**: Act as the **primary incident lead**, facilitating collaboration across **technical and business teams**.
- ** Escalation Handling**: Ensure proper **escalation procedures** are followed for critical incidents.
- ** Communication & Stakeholder Management**: Maintain clear, real-time updates for **customers, senior management, and technical teams** throughout the incident lifecycle.
- ** Service Recovery & Impact Minimization**: Work proactively to **reduce downtime** and ensure **business continuity**.
- ** Root Cause Analysis**: Conduct **post-incident investigations**, document findings, and recommend **preventative measures**.
- ** Collaboration with IT Teams**: Work closely with **development, operations, and network teams** to identify root causes and deploy solutions.
- ** Continuous Improvement**: Contribute to the refinement of **incident response processes** to enhance efficiency and reduce risks.

**What you need to succeed**:

- ** 5+ years of experience in IT service management**, or **2+ years in a Major Incident Manager role**.
- Strong **knowledge of IT Service Management (ITSM) processes** - **ITIL v4 Certification required**.
- ** ServiceNow experience** or expertise in similar ITSM tools.
- Excellent **leadership and coordination skills**, with the ability to **work under pressure**.
- Strong **analytical and problem-solving abilities**, capable of handling **high volumes of technical data**.
- Ability to **prioritize tasks, manage time efficiently**, and make **quick decisions in critical situations**.
- Bachelor’s degree in IT, Engineering, or a related field.
- ** Fluent English communication skills** (both written and verbal).

**What’s in it for you**:
With us, you’ll inspire others to embrace the joy of sports while connecting with a global network of passionate individuals. We foster a dynamic and supportive culture that empowers you to innovate, grow professionally, and pursue your passion for both sports and the outdoors.
- ** Meaningful Projects**: Contribute to responsible projects with dedicated teams, making a real impact and driving positive change..
- ** Continuous Learning**:Access our e-learning platform with a wealth of engaging learning content to expand your knowledge and skills.
- ** Work-Life Balance**: Hybrid work model and flexible hours
- ** IT**: At Amer Sports, IT professionals have the chance to work on cutting-edge projects and implement advanced technologies, driving progress in a globally recognized company with prestigious brands.
- ** Global Exposure**: Collaborate with a diverse, international team spanning North America, Asia Pacific, and beyond.
- ** Restaurant & Grocery Vouchers**:

- ** Discounts on Quality Products**:Benefit from compelling discounts on our own-brand products (including Salomon, Atomic, Peak Performance, and more).
- ** Private Medical Care** for employee and family
- ** Additional Private Life Insurance**:

- ** Savings fund**:

- ** Motivating Bonuses**:Christmas & Performance bonus
- Phone Screening
- Interview online
- Interview in the office
- Feedback & Decision

**Employment type**: Employment contract

**Amer Sports Latin America**:
We are a global group of iconic sports and outdoor brands such as Arc'teryx, Salomon, Wilson, Peak Performance, Atomic, and Armada.

Our purpose is to elevate the world through sport. From courts to slopes, from cities to mountains, and everywhere in between, we inspire people to explore and experience the joy of sports and lead better, healthier lives.

With us, you get to inspire people to experience the joy of sports while building a network of like-minded people around the world. We have an open and relaxed culture that encourages you to grow professionally and tend to your wellbeing.

Our core values are:

- Always authentic
- Better together
- Committed to impact
- Driven to excellence

Our global community of 11,400 people operates in 41 countries. Amer Sports, Inc. shares are listed on the New York Stock Exchange.

**Location**: Av. Santa Fe 495, Piso 15, Int. 1501, Col. Cruz Manca, Cuajimalpa, CDMX 05349