Major Incident Manager (Xico)

Role: Major Incident Manager

Location: Mexico (Hybrid – 3 days/week from office)

Duration: 15 months

We are seeking an experienced and proactive Incident Manager to lead the management and resolution of IT service disruptions and critical incidents. The Incident Manager will be responsible for coordinating cross‑functional teams, minimizing business impact, ensuring timely communication with stakeholders, and driving continuous improvement through post‑incident analysis and process optimization.

Key Responsibilities

Incident Management

• Lead the end‑to‑end management of major incidents and service disruptions.
• Coordinate technical teams, vendors, and stakeholders during incident resolution.
• Ensure incidents are prioritized, escalated, and resolved according to agreed Service Level Agreements (SLAs).
• Act as the primary point of contact during high‑severity incidents.
• Facilitate incident bridge ca...