- 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

📌 Service Delivery Manager (Monterrey)
🏢 Jobtailor
📍 Monterrey