Junior ITIL Technical Incident Analyst

Description

Job Summary: Junior Technical Incident Management Analyst responsible for logging, classifying, and prioritizing incidents; coordinating communications; and ensuring closure with documented solutions. Key Highlights: 1. Paid ITIL 4 Foundation certification opportunity 2. Ongoing training for professional development 3. Focus on continuous improvement and incident reduction Technical Incident Management Analyst (ITIL) – Junior Level Work Mode: Hybrid (2 days per week in office – CDMX) Employment Type: Full-time Responsibilities · Log, classify, and prioritize incidents reported by users or monitoring systems (severity, urgency, impact). · Perform initial analysis and diagnosis to determine incident scope. · Escalate promptly to support groups (L2, L3, external vendors) when required. · Coordinate communication with customers and internal teams during incident management (status, service level agreements – SLAs). · Ensure incident closure with documented solutions and user validation. · Identify trends (e.g., recurring incidents) and propose improvements to the knowledge base or permanent resolution. · Generate daily and weekly reports: incident volume, response and resolution time, SLA compliance, major incidents. Requirements · 1–3 years of experience in help desk, technical support (L1/L2), or incident management roles within ITIL environments. · Practical knowledge of the ITIL framework (especially Incident Management process and its relationship with Problem, Change, and Event Management). · Proficiency with ITSM tools. · Understanding of concepts such as SLA, OLA, categorization, prioritization, major incident, and workaround. · Intermediate Excel skills (filters, pivot tables, basic charts). · Availability to work in CDMX (hybrid schedule) and occasionally outside regular hours for critical incidents (with compensation). · Intermediate English (to handle incidents with global teams). Desirable (not mandatory) · ITIL Foundation certification (active or in progress). · Experience in consulting or multi-client environments. · Familiarity with monitoring tools such as SolarWinds, Zabbix, Dynatrace. Key Competencies · Analytical and problem-solving ability under pressure. · Clear and assertive communication with technical teams and business users. · Organized and disciplined SLA tracking. · Commitment to continuous improvement and reduction of recurring incidents. We Offer · Gross monthly salary: $18,000 – $21,000 (based on experience). · Ongoing training. · Paid ITIL 4 Foundation certification opportunity. -Requirements- Minimum Education: Higher Education – Bachelor’s Degree 2 years of experience Languages: English Age: between 28 and 40 years Keywords: analyst, junior