Required Skills & Experience

· 5 years of experience in Incident Management / IT Service Management.

· Strong knowledge of ITIL Incident Management and Problem Management processes.

· Hands-on experience with Service Now ITSM modules.

· Strong experience in Service Now Reporting, Analytics, Performance Analytics, and Dashboard creation.

· Experience in governance, compliance, audit reviews, and operational controls.

· Excellent understanding of SLA, OLA, KPI, and service reporting frameworks.

· Experience conducting trend analysis, backlog analysis, and service improvement initiatives.

· Strong analytical and stakeholder management skills.

· Excellent written and verbal English communication skills.

Preferred Skills

· ITIL Foundation / ITIL Intermediate Certification.

· Experience of working in general delivery environments.

· Knowledge of Change Management and Major Incident Management will also help.

· Experience with Service Now Performance Analytics.

· Exposure to Continual Service Improvement (CSI) initiatives.

📌 Incident Manager (México)
🏢 HCLTech
📍 México