Found Description
Position
IT Operations – Incident Manager
Location
Hybrid schedule (3 days onsite) in Mexico City, Monterrey, or Aguascalientes
Key Requirements
4+ years of experience in IT Operations, Infrastructure Support, Incident Management, or related areas.
Proven experience leading critical incidents (P1/P2) and coordinating bridge calls across multiple technical teams.
Hands‐on experience with ServiceNow, ITIL Incident and Problem Management processes, and stakeholder communication at various organizational levels.
Key Responsibilities
Lead and coordinate critical incidents from start to finish, ensuring effective and timely resolution.
Manage the full incident lifecycle, including classification, escalation, tracking, communication, and closure.
Facilitate Root Cause Analysis (RCA), post‐incident reviews, and continuous improvement initiatives to enhance operational stability.
We are looking for professionals with strong decision‐making skil...