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Position Summary: This role manages incidents and service requests, escalates cases to external vendors, documents solutions, and proposes improvements to optimize processes. Key Highlights: 1. Manage and prioritize incidents and service requests. 2. Document solutions and contribute to the knowledge base. 3. Propose process and automation improvements. **Job Opportunity** **Department:** Corporate and Financial Services **Location:** General Offices Grupo DEACERO is firmly committed to sustainable growth that benefits its customers, the environment, employees, and the communities where it operates. We are a company dedicated to scrap collection and processing, steel casting, wire product manufacturing plants, and distribution centers. We serve diverse steel industries and markets in Mexico and over 20 countries across the Americas and Europe, including the United States, Canada, Guatemala, Costa Rica, Colombia, Chile, Peru, Spain, and the United Kingdom. We view sustainability as the guiding principle of our operations, generating value in environmental, economic, and social dimensions, and owning sustainable developments in advanced technology for steel recycling and conversion into finished products, always complying with ASTM quality standards and other international standards. We employ over 9,000 people and operate 21 Recycling Centers, 3 Steel Mills, 15 Finished Product Plants, 1 Research Center, and 26 Distribution Centers. * **Responsibilities and/or Functions:** 1\) Incident Management: Classify and prioritize each incident. Work against defined SLAs to restore service in the shortest possible time, applying alternative solutions if no root cause solution exists. 2\) Service Request Management: Handle standard service requests: user onboarding/offboarding, equipment assignment, software installation, access to enterprise systems such as SAP, ERP, or platforms on GCP. 3\) Escalation and Management of Incidents and Requests: Determine when a case exceeds Level 1 and transfer it to external vendors’ AMS teams, remaining the ticket owner until closure and verifying user satisfaction. If the ticket falls outside the team’s scope, promptly forward it for resolution. 4\) Documentation of Incidents and Requests: Record each case with diagnosis, steps taken, and solution. Actively contribute to the knowledge base to accelerate future resolutions. 5\) User Communication: Keep users informed about the status of their cases via registered incidents in the tool and notify the business about impacts using clear, non-technical language. Root Cause Resolution: Analyze trends in recurring tickets, reports from team meetings or audits, etc.; generate volume and response time reports; and propose initiatives to reduce incidents (problem management, self-service, automation). 6\) Propose improvements to root cause resolution processes and continuous improvement. 7\) Onboarding of New Tools: Receive newly implemented tools supporting various operational processes, using the application handover document. 8\) Process Training: Train on processes and tools supporting operational activities, documenting the training process. * **Language Requirement:** English, B2 Thank you very much for considering Grupo DEACERO to begin or continue your professional career! . Please note that our current talent acquisition processes are conducted exclusively through our official platforms: Grupo DEACERO – LINKEDIN, OCC MUNDIAL, and empleo.deacero.com. DEACERO, S.A.P.I. de C.V. does not request any payment for candidate registration in hiring processes or interviews. If contacted for a process, please verify that the communication originates from our official platforms and/or a verified vendor. Do not share sensitive information without confirming the authenticity of the contact. At DEACERO, S.A.P.I. de C.V., we respect human dignity and diversity. As a company committed to equality and diversity, we do not discriminate based on ethnic or national origin, gender, age, disability, socioeconomic or health status, pregnancy, language, religion, opinions, sexual orientation, marital status, physical appearance, gender identity, genetic characteristics, family situation or responsibilities, or any other factor undermining human dignity.
