Defect and Incident Manager

Description

Position Summary: We are seeking a strategic and operational Incident Manager responsible for leading critical IT incident management and minimizing business impact, with experience in SDLC and continuous improvement. Key Highlights: 1. Lead critical IT incident management 2. Strengthen operational stability with ITIL and continuous improvement 3. Participate in high-impact critical projects **Position Objective** We seek an **Incident Manager** with both strategic and operational focus, responsible for **leading critical IT incident management**, ensuring prompt resolution and minimizing business impact. Specialized in incident and defect management within the **software development lifecycle (SDLC)**, with **experience** in **QA, UAT, pre-production, and production environments**. This role is critical to strengthening operational stability through implementation of best practices based on **ITIL**, root cause analysis, and continuous improvement. **Important:** This position focuses on incident and defect management within applications and production environments; therefore, we seek candidates with experience in SDLC, QA, UAT, pre-production, and production. If your experience aligns with Incident Management, Defect Management, production application support, or coordination of critical incidents in technology environments, we would love to learn more about your profile. **What We Are Looking For:** * Bachelor’s degree in Systems Engineering, Computer Science, or related field * 3–5 years of experience in Incident Management / Defect Management within application development and support environments * Experience in critical environments (banking sector preferred) * **ITIL Foundation** certification (preferred) * Experience managing incidents and defects in software applications/products * Knowledge of the software development lifecycle (SDLC) * Experience working in QA, UAT, pre-production, and production environments * Experience coordinating critical incidents with Development, QA, and Support teams * Knowledge of root cause analysis (RCA) and defect tracking * Availability to handle incidents outside regular hours in critical cases. **Key Responsibilities** * Manage and coordinate high-priority IT and application incidents * Lead root cause analysis (RCA) and define action plans * Implement strategies to prevent incidents and recurrence * Coordinate cross-functional teams (Development, QA, Support, Infrastructure, and Business) for efficient resolution * Track defects identified in QA, UAT, pre-production, and production environments * Assess impact, priority, and severity of incidents and defects * Communicate status, risks, and progress to stakeholders and management * Ensure SLA compliance and response time adherence * Generate executive reports, metrics, and tracking of recurring incidents * Participate in continuous improvement and operational stability initiatives **Technical Knowledge** * ITIL-based incident management * Knowledge of the software development lifecycle (SDLC) * Experience in QA, UAT, pre-production, and production environments * Operating systems: Windows and Linux * Networking and database knowledge * Tools: JIRA, ValueEdge, Azure DevOps, ServiceNow, or similar * Complex problem analysis and executive reporting * Experience in critical and high-availability environments **Key Skills** * Effective communication (technical and executive) * Leadership and decision-making under pressure * Analytical thinking and problem-solving * Organization and time management * Collaborative work in cross-functional environments **What We Offer** * **Competitive salary**, commensurate with experience * **Benefits exceeding statutory requirements** * Job stability and professional growth * Participation in high-impact critical projects * Professional environment focused on continuous improvement **Work Conditions** * Central location: **Escandón, CDMX** * **100% on-site** corporate work * Monday–Friday schedule (9:00 AM – 7:00 PM) * 2-hour lunch break * Availability for extended working hours **This vacancy is not intended for help desk, basic technical support, operational monitoring, or ticket-only handling roles.** Employment Type: Indefinite-term contract Salary: $30,000\.00 \- $45,000\.00 per month Benefits: * Major medical expense insurance Application Question(s): * How many years of experience do you have managing critical IT incidents? * Have you managed incidents or defects in QA, UAT, pre-production, and production environments? * Do you have experience working within the software development lifecycle (SDLC)? * Do you have experience as an Incident Manager or Defect Manager in the financial or banking sector? * Do you have ITIL experience? Work Location: On-site employment