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 ServiceNow ITSM modules.
· Strong experience in ServiceNow 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 ServiceNow Performance Analytics.
· Exposure to Continual Service Improvement (CSI) initiatives.

📌 Incident Manager (Ciudad de México)
🏢 HCLTech
📍 Ciudad de México