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.

📌 Senior it incident response engineer (Tijuana)
🏢 Carl Zeiss Visión Manufactura De México, S. De R. L. De C. V.
📍 Tijuana