- 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, 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.

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📌 Senior IT Incident Response Engineer - Global (Tijuana)
🏢 Carl Zeiss Visión Manufactura De México, S. De R. L. De C. V.
📍 Tijuana