Job Summary: We are seeking an Incident and Problem Manager to ensure the logging, identification, and resolution of incidents, guaranteeing SLA compliance and proper ticket escalation. Key Highlights: 1. Incident and Problem Management experience 2. ITIL and ServiceNow knowledge 3. Training and professional development opportunities We are a consultancy with over 15 years of experience serving diverse clients globally; we have a 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 logging of each incident from creation through closure. • Identify, log, 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 ensuring response times and avoiding SLA breaches. • Ensure proper ticket escalation. • Review and follow up on documentation delivery after critical incidents. • Provide 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, CP 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. • 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 leader, assistant manager, responsible person, coordinator, manager, captain