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 processes, recommending and implementing solutions to strengthen operational efficiency and IT service continuity.
- Verify incident resolution with users and relevant teams, ensuring all documentation is complete and established closure criteria are met.
- Coordinate internal resources, technical teams, and thirdparty vendors to minimize service disruptions and reduce the impact of incidents on business operations.
- Promote incident management best practices by providing guidance and training to relevant teams on applicable processes, tools, procedures.

Education

- Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field.

Professional Experience
- 3 to 5 years of experience in IT incident management, incident coordination, or IT service management.
- Experience coordinating technical teams to investigate, troubleshoot, escalate, and resolve IT incidents.




- Experience monitoring incident resolution timelines, service performance, and compliance with Service Level Agreements (SLAs).
- Experience preparing incident reports, tracking performance indicators, and documenting incident resolution activities.

Technical Knowledge
- Knowledge of ITIL principles and Incident Management processes.
- Experience working with IT Service Management (ITSM) platforms and ticketing systems.
- Proficiency in Microsoft Office applications, particularly Excel and PowerPoint, for reporting and documentation.
- Understanding of incident prioritization, escalation procedures, Root Cause Analysis (RCA), and corrective and preventive actions.
- Ability to analyze incident trends, identify recurring issues, and support continuous improvement

Skills and Competencies
- Strong verbal and written communication skills in English, with a minimum B2 proficiency level.
- Excellent coordination and organizational skills, with the ability to manage multiple incidents simultaneously.
- Strong analytical and problem-solving abilities, with a focus on business impact and service continuity.
- Team coordination and stakeholder management skills, including the ability to communicate effectively with technical and non-technical audiences.
- Conflict resolution, decision-making, and prioritization skills, especially when managing critical incidents.
- Ability to work under pressure, manage competing priorities, and maintain clear communication during service disruptions.
- Strong documentation, follow-up, and reporting skills.

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