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 stabilit...