- Lead and continuously improve the Major Incident Management process
- Facilitate major incident bridges and coordinate technical and business stakeholders during high-impact service events
- Own the Root Cause Analysis (RCA) and Post-Incident Review process
- Ensure RCAs are timely, detailed, identify systemic causes, and result in measurable corrective actions
- Track RCA actions through completion and identify recurring themes, systemic risks, and service improvement opportunities
- Own and coordinate customer-facing incident communications, including status page updates, incident notifications, ongoing updates, resolution notices, and post-incident communications
- Establish and maintain standards for incident severity, escalation, communication cadence, and stakeholder engagement
- Drive Change Management practices to reduce change-related incidents and improve production stability
- Facilitate or participate in Change Advisory Board processes
- Assess higher-risk changes and ensure implementation, validation, and rollback planning
- Analyze incidents and changes to identify trends, repeat failures, process gaps, and automation or preventative-action opportunities
- Maintain and improve incident, problem, and change management procedures, documentation, templates, and tooling
- Champion operational excellence and a culture of accountability, learning, and continuous improvement
- Collaborate across Cloud Operations, Engineering, Support, Product, and other technical teams

Requirements

- 5+ years of experience in Service Delivery, IT Service Management, Cloud Operations, Production Operations, Technical Support, or a related discipline
- Strong experience with Incident Management, Major Incident Management, Problem Management/RCA, and Change Management




- Experience coordinating complex production incidents involving multiple technical teams
- Ability to communicate clearly with technical stakeholders and business/customer audiences
- Strong facilitation skills
- Ability to provide calm, structured leadership during high-pressure incidents
- Experience with service management, monitoring, collaboration, and status communication platforms
- Strong organizational skills
- Ability to drive actions across teams without direct reporting authority
- Experience developing operational metrics, identifying trends, and driving continuous service improvement
- Working knowledge of ITIL practices
- ITIL certification is desirable but not required

Core Competencies

Demonstrates expertise in Major Incident Management, Problem Management, and Change Management, with a focus on driving continuous service improvement and operational excellence. Proven ability to lead cross-functional teams, communicate effectively with stakeholders, and implement ITIL practices.

Highest-signal resume keywords

- Major Incident Management
- Root Cause Analysis (RCA)
- Change Management
- Incident Management
- ITIL Practices

ATS Optimization Keywords

Hard Skills

- Incident Management
- Problem Management
- Root Cause Analysis (RCA)
- Change Management
- Operational Metrics Development
- Service Improvement
- Trend Analysis
- Documentation Management
- Production Operations
- Service Delivery

Soft Skills

- Strong Facilitation Skills
- Clear Communication
- Calm Leadership
- Organizational Skills
- Collaboration

Certifications & Qualifications

- ITIL Certification

Industry Keywords

- Cloud Operations
- Technical Support
- Service Management
- Continuous Improvement
- Stakeholder Engagement

Tools & Technologies

- Service Management Platforms
- Monitoring Tools
- Collaboration Tools
- Status Communication Platforms

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📌 Service Delivery Manager (Monterrey)
🏢 Jobtailor
📍 Monterrey