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- 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 proc

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