About the Role

Join the banking revolution! As the global leader of Engagement Banking, Backbase is at the forefront of revolutionizing banking services through technology. We are seeking a highly skilled and enthusiastic professional to take on a dual role, leading multidisciplinary global Support teams while also proactively managing incidents and problems to ensure minimal disruption to our services and driving continuous improvement.

What you'll do

In this role you will build and lead local support teams based in Mexico that are part of our global Follow-the-Sun support organization. 

Incident Management

• Manage incidents as they occur within the assigned timezone.
• Lead and coordinate incident calls, ensuring effective communication internally and externally. Also to senior stakeholders (C-level).
• Serve as the tie-breaker for decision-making during incidents.
• Manage escalations and involve additional resources as necessary.
• Organize Root Cause Analysis (RCA) sessions post-incident to identify underlying issues.

Problem Management

• Ensure that structural problems identified as part of the RCA process are planned, prioritised and addressed.
• Track the resolution of problems and follow up with problem owners to ensure timely resolution.
• Regularly report on the problem register  to senior management.
• Identify high-risk areas and accounts and provide them with appropriate attention and resources.
• Initiate and lead efforts to prevent incidents from occurring.

Customer Reporting

• Provide our customers with up to date insights into the quality of our service.
• Develop extensive reporting of relevant data points, including availability, incidents and changelogs.
• Address customer queries in our monthly reporting meetings.

Team Building

• Build empowered support teams, develop talent, and foster a culture of innovation, ownership, delivery, and operational excellence.
• Guide and inspire team members to excel and work collaboratively towards shared goals.
• Support your teams’ members in their career development.
• Share resolutions with the wider organization and integrate them into the knowledge base. Drive changes to the incident and problem management processes to enhance efficiency and effectiveness.

Who you are

• Proven experience in incident and problem management within an IT environment.
• Experience with RCA and continuous improvement processes.
• Strong leadership and decision-making skills.
• You are a natural servant leader.
• Excellent communication and facilitation abilities.
• Ability to manage escalations and work under pressure.
• You are proactive in your approach and continually identify ways to improve the processes you work with
• Your analytical and problem-solving skills are excellent.
• You possess strong organizational and time-management abilities.
• You love to work collaboratively with cross-functional, international teams.
• Knowledge of ITIL practices and principles is preferred.
• Having an engineering background is a must, still being able to code is not. 
• Fluent in English, both written and spoken.

Join our team and play a pivotal role in ensuring the stability and reliability of our IT services. Apply now to make a significant impact on our incident and problem management processes.