Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world.
We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the limits of innovation to make great products that create value and improve people's lives.
Job Summary
- To support our extraordinary teams who build great products and contribute to our growth, we’re looking to add a _Consultant
- Incident Management_ located in _Guadalajara, North._
- Reporting to the Manager, Information Technology, Consultant, the Incident Management role will be responsible for overseeing the identification, resolution, and prevention of incidents that affect our Flex business operations. This role involves managing escalations, ensuring SLAs are met, and continuously improving the incident resolution process._
What a typical day looks like:
- _ Incident Management:_ Manage the end-to-end incident process, ensuring all incidents are logged, prioritized, and resolved within agreed service levels._
- _ ServiceNow Expertise: _Utilize the ServiceNow platform to monitor, track, and report on incidents and trends, ensuring accurate and timely updates._
- _ Escalation Handling: _Take ownership of high-priority and escalated incidents, coordinating resources, and ensuring effective communication with stakeholders._
- _ Root Cause Analysis: _Collaborate with technical teams to perform root cause analysis for recurring incidents and implement corrective measures._




- _ Communication: _Provide regular updates to internal and external stakeholders on incident status, resolution plans, and post-incident reviews._
- _ Process Improvement: _Continuously review and improve incident management processes to reduce the frequency and impact of incidents._
- _ Reporting: _Generate and analyze incident reports, identifying trends, and recommending service improvements._
- _ Collaboration_: Work closely with service desk, problem management, and change management teams to ensure seamless incident resolution._
The experience we’re looking to add to our team:
- _ BA/BS or equivalent work experience_
- _ ServiceNow Proficiency:_ Strong hands-on experience with the ServiceNow platform, particularly in Incident and Problem Management._
- _ ITIL Foundation Certification:_ Knowledge of ITIL practices, with a focus on Incident, Problem, and Change Management._
- _ Experience:_ Proficiency experience in Incident Management or a similar role within a technical support environment._
- _ Communication Skills:_ Excellent verbal and written communication skills, with the ability to communicate complex technical issues to non-technical stakeholders._
- _ Problem-Solving Abilities_: Strong analytical skills with the ability to drive root cause analysis and continuous improvement._
- _ Leadership:_ Proven experience in managing teams and working in high-pressure environments._
What you’ll receive for the great work you provide:
- Competitive Salary.
- Life & Medical insurance.
- Christmas Bonus.
- Food Coupons.
- Saving Fund.
MG61
Job Category
IT

📌 Consultant - Incident Management (Guadalajara)
🏢 Flex
📍 Guadalajara