IT Engineer I (Incident Management)

IT – IT /
Full Time /
About Kueski
At Kueski, we're dedicated to improving the financial lives of people in Mexico. Since 2012, we've been the leading buy now, pay later (BNPL) and online consumer credit platform in Latin America, known for our innovative financial services. Our flagship product, Kueski Pay, provides seamless payment solutions for both online and in-store transactions, establishing itself as the preferred option for a quarter of Mexico's top e-commerce merchants. Notably, we were the first to introduce BNPL on Amazon Mexico.

We're a tech company with a culture geared toward innovation, collaboration, and impact, fostering a strong, diverse, and inclusive company culture. In 2023, Kueski was recognized as the top BNPL platform by Fintech Breakthrough and earned the title of one of Mexico's most ethical companies from AMITAI. Additionally, we ranked as one of the Best Companies for Female Talent by EFY.

As a Incident Management will contribute as part of continuous improvement generating suggestions, changes, and initiatives focused on improving our current process aligned with best IT practices. 
Our Incident Management team is at the forefront of how Kueski handles urgent problems. When you're not putting out one of our biggest fires, you'll procure preventative solutions to address future escalations and help assess the risk of the Kueski platform.

Key Responsibilities

    • End-to-end responsibility for managing, communicating, escalating, investigating, and resolving critical issues on Kueski, ensuring Business updates are timely, of sufficient quality, and updated as required
    • Responsible for writing, validating, and triggering official Incident Communication using our Incident Report (IR) format
    • Working on incident resolution aligned with defined SLAs to get resolved any issue as soon as possible
    • Lead technical calls (War Rooms) with a high sense of urgency to resolve issues and escalate high-impact incidents to the IT Incident  Manager lead
    • Executing local escalation matrix focusing on identifying and resolving conflicts and bottlenecks
    • Ability to evaluate, clarify and confirm Business Impact for any major incident, by participating in the  Triage sessions with solving teams.
    • Categorize and classify major incidents 
    • Document incident recovery details in any major Incident ticket as in our Post-Mortem document used by Problem Management
    • Supporting Network Operation Center (NOC) team in Monitoring
    • Supporting Change and Problem management functions 

Position Requirements

    • To have experience in an Incident management role, preferably in Fintech and financial companies
    • Strong understanding of ITIL Incident Management principles and other Service Management functions as Change & Problem Management
    • Excellent English communication skills - able to write and establish an oral conversation
    • Good communication skills, verbal and written. Ability to communicate technical updates to non-technical stakeholders
    • Able to provide after-hours/on-call incident management support
    • Ability to create, update and manage reports and KPIs that allow us to measure the Incident Management process effectiveness
    • A good candidate must have a high sense of urgency to attend critical incidents (P1 & P2) 
    • Strong leadership abilities; must have a customer focus and commitment to quality
    • Experience working within a pressured environment, often to tight deadlines
    • Experience and knowledge of cloud infrastructure (AWS, Azure, Google)
    • Strong analytical, problem-solving, and documentation skills
    • Be proactive instead of reactive

You’ll love working at Kueski because:

    • We have a mission-driven culture focused on customer value, teamwork, humility,  and integrity. 
    • Everyone is expected to have role clarity, career growth, and a personal development plan. Feedback and recognition  is embedded in our company processes, systems, and practices. 
    • We ensure competitive salary, medical insurance, and wellbeing through ample and flexible time off as well as mental healthcare benefits. Everyone is an owner and eligible for competitive stock options with a company poised for success. 
    • We´re committed to building an inclusive and diverse team and we know this leads to incredible work.
Kueski: Where talent excellence improves Mexican lives

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