Incident Manager

IT Operations – Incident Manager

Hybrid schedule (3 days onsite) in Mexico City, Monterrey, or Aguascalientes

• 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.

• 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...