Ensure end-to-end and continuous management of IT incidents—from identification, logging, classification, and documentation through effective resolution and closure—by coordinating technical teams, end users, and vendors, maintaining timely communication with stakeholders, managing escalations, and conducting Root Cause Analysis (RCA), in order to minimize impact on business operations, meet Service Level Agreements (SLAs), and drive continuous improvement of incident management processes within a 24/7 operational coverage model.

• Continuously monitor IT service management tools to identify,record, classify, and document incidents, ensuring accurate and complete information for effective follow-up and resolution.
• Classify and prioritize incidents according to their severity, business impact, and established Service Level Agreements (SLAs).
• Coordinate technical teams to ensure effective diagnosis, follow-up, and timely incident resolution, maintaining end-to-end ownership throughout the incident lifecycle.
• Act as the primary point of contact between IT teams,end users,



and relevant stakeholders, facilitating communication and documenting all actions taken during incident management.
• Manage incident escalations to specialized technical teams, external vendors, or senior management when resolution timeframes are exceeded or significant business impact is identified.
• Provide timely incident status updates, including business impact, progress, actions taken, and estimated resolution times. Issue notifications during critical incidents or widespread service disruptions.
• Prepare management reports, performance indicators, and tracking dashboards to monitor active incidents, identify trends, and evaluate service level performance.
• Coordinate Root Cause Analysis (RCA) sessions to identify underlying causes,document lessons learned, and establish corrective and preventive actions to minimize recurrence.
• Identify opportunities to improve incident management p

📌 E Incident Coordinator (Tijuana)
🏢 ZEISS Group
📍 Tijuana