PRODUCT MANAGER

Description

Position Summary: This Product Manager (Operations) role focuses on ensuring operational continuity and minimizing impact through incident detection and management. Key Highlights: 1. Continuously monitor operations and proactively detect incidents. 2. Coordinate war rooms with technology, product, and business teams. 3. Identify recurring patterns and propose improvements to prevent recurrence. **Location:** MEXICO CITY, Mexico City, MX **Category:** Digital Business Development **Requisition ID:** 121573 **Product Manager (Operations)** **(Santa Fe, CDMX)** At Banorte, we seek unique, strong, and extraordinary talent that drives the country’s transformation and innovation, positioning us as a key partner for robust growth alongside Mexico. We firmly believe that the combination of solidarity, innovation, respect, loyalty, and responsibility is the perfect formula to become the best team in the financial sector. **Position Objective:** Ensure operational continuity through detection, management, prioritization, and follow-up of incidents, coordinating with technical and business teams to guarantee response times, minimize impact, and ensure operational stability. Each day you will face **new and interesting challenges** within your role, for which you will be responsible for: * Continuously monitoring operations and proactively and reactively detecting incidents. * Managing the full incident lifecycle: identification, classification, prioritization, escalation, and closure. * Coordinating war rooms with technology, product, and business teams during incidents. * Providing timely follow-up until resolution, ensuring SLA compliance and response time requirements. * Documenting incidents: root cause, impact, implemented solution, and preventive actions. * Generating executive incident reports (frequency, severity, resolution time, impact). * Identifying recurring patterns and proposing improvements to prevent recurrence. * Ensuring proper internal communication and, when applicable, communication with customer service areas. * Participating in operational continuity exercises (drills, stress testing, etc.). **Requirements:** * Experience: 2–4 years in incident management, production support, or digital operations. * Experience with mobile apps or digital platforms (financial sector or fintech preferred). * Knowledge of incident management frameworks such as ITIL (desirable). Analytical ability and decision-making capability under pressure. * Digital experience monitoring tools such as Glassbox * Incident management tools (Jira, ServiceNow or similar) * Basic knowledge of logs, APIs, backend and frontend flows * Dashboard management and data analysis (Advanced Excel, Power BI) * Knowledge of operational metrics * Experience in digital banking or transactional apps * Languages: English (intermediate) * Willingness to travel: Not required * Willingness to relocate: Not required At Banorte, we operate under a principle of equal opportunity. Therefore, we do not discriminate based on age, ethnic origin, nationality, gender, sexual orientation, marital status, social condition, health status, religious beliefs, political doctrine, or disability.