Incident and Problem Manager

Description

Job Summary: We are seeking an Incident and Problem Manager to ensure efficient registration, identification, and resolution of incidents, guaranteeing SLA compliance and effective communication with stakeholders. Key Highlights: 1. Incident and Problem Management experience (2–5 years) 2. ITIL knowledge and ServiceNow proficiency 3. Career development and professional growth plan We are a consultancy with over 15 years of experience serving diverse clients worldwide, with presence in Europe, the United States, Asia, and Mexico. We are currently seeking your talent to join us as: (Incident and Problem Manager): Responsibilities: • Ensure detailed registration of each incident from creation through closure. • Identify, register, and manage problems arising from recurring incidents. • Serve as the point of contact, providing status updates on tickets and incident impact to stakeholders. • Guarantee incident resolution by meeting response time targets and avoiding SLA breaches. • Ensure proper ticket escalation. • Review and follow up on documentation delivery post-critical incidents. • Deliver daily, weekly, and monthly performance metrics reports. Requirements: • Incident and Problem Management experience (minimum 2–5 years). • ITIL knowledge. • Proficiency and hands-on experience using ServiceNow (Dashboards, filters, and data extraction). • Intermediate English. • Intermediate-to-advanced Excel skills. Work modality: On-site. • Schedule: Monday to Friday, 8:00 AM to 6:00 PM. • Location: Miguel Hidalgo, ZIP Code 11520, CDMX. We offer: • Statutory benefits: (12 vacation days in the first year, 15-day bonus, 25% vacation premium, Social Security). • Benefits exceeding statutory requirements. • Training courses and/or certifications. • Profit-sharing payment (PTU). • Career development plan. If you meet the profile, don’t hesitate to apply! -Requirements- Minimum education: Higher education – Bachelor’s degree 3 years of experience Languages: English Age: between 24 and 50 years Keywords: resident, supervisor, team lead, assistant manager, responsible person, coordinator, manager, captain