Incident Manager

At Sequoia Connect, we are a Talent-First Technology Ecosystem that redefines how elite professionals interact with the global digital landscape. We move beyond traditional models to act as a catalyst for the top 1% of global talent, connecting human potential with complex industrial execution. By joining our inner circle, you are not simply taking a position; you are aligning with a strategic partner dedicated to updating your "Human OS" and accelerating your growth through world-class, high-impact projects.

We are currently partnering with a rapidly growing, automation-led powerhouse that serves 31 Fortune 500 companies across the financial, healthcare, and manufacturing sectors. With a global workforce of over 32,000 employees and a presence in 28 countries, our client is a titan of digital transformation. Their "Automate Everything, Cloudify Everything" strategy ensures you will be working at the absolute forefront of AI-driven automation and cloud solutions.

This is your chance to thrive in a "Customer Success, First and Always" environment that prizes continuous learning and radical ownership. You will collaborate within an international network of expertise across 39 delivery centers worldwide, gaining exposure to complex engineering challenges that redefine industrial standards. If you are a driven professional looking for a dynamic, forward-thinking workplace where your growth is the priority, this is where you belong.

We are currently searching for a Incident Manager:

Client Overview

Our Client is seeking a dedicated professional to manage critical technology incidents and drive process improvements across their organization.

The Challenge (Responsibilities)

• Communicate with technology teams and business partners at all levels regarding new/existing processes, incident (INC) notifications, and capacity planning.
• Manage, coordinate, and test Disaster Recovery (DR) plans.
• Create reports and analyze incident, change, and problem tickets to identify trends and potential process improvements.
• Participate actively in our evolving Agile process transformation as an Availability/Process Team member.

Your Profile (Requirements)

• College or University degree and/or relevant proven work experience.
• Financial Services Industry experience.
• Knowledge and application of the ITIL methodology.
• Knowledge of the Service-Now ticketing system.
• Strong organizational, analytical, active listening, and problem-solving skills.
• Entrepreneurial mind-set with the ability to work independently yet collaboratively in a team environment while adapting well to change.
• Strong proficiency with Microsoft Office applications/tools (Word, Excel, PowerPoint, SharePoint, Visio).
• Capable of creating and presenting system availability data in Excel and PowerPoint (e.g., Pivot Tables, Pivot Charts, PowerPoint graph analysis).
• High-Performance Mindset: Resilience, emotional intelligence, and a focus on agile delivery.
• Technologist DNA: A deep understanding of the difference between "coding" and "engineering."

Desired

• Familiarity with cloud-native foundations or AI coding assistants.

Languages

• Advanced Oral English: For seamless collaboration with global teams.
• Advanced Spanish.

Special Notes

• This is a highly collaborative role requiring excellent verbal and written communication.

Work Arrangement

We value flexibility to support your lifestyle. This position is available as:

• Remote

If you meet these qualifications and are pursuing new challenges, start your application on our website to join an award-winning employer. Explore all our job openings | Sequoia Career’s Page: https://www.sequoia-connect.com/careers/

Requirements

• College or University degree and/or relevant proven work experience
• Financial Services Industry experience and knowledge/application of ITIL methodology
• Knowledge of Service-Now ticketing system
• Strong with Microsoft Office applications/tools (Word, Excel, PowerPoint, SharePoint, Visio)
• Capable of creating and presenting system availability data in Excel and PowerPoint Slides (Pivot Tables, Pivot Charts, PowerPoint graph analysis)