IT Incident & Defect Management

Description

Job Summary: We are seeking a strategically and operationally focused Incident Manager to lead the management of critical IT incidents, minimizing business impact and strengthening operational stability. Key Highlights: 1. Lead critical IT incident management 2. Implement ITIL-based best practices 3. Participate in high-impact critical projects **Job Objective** We seek a strategically and operationally focused **Incident Manager**, 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 **ITIL-based best practices**, root cause analysis (RCA), 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 with 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 for incident prevention and recurrence reduction * Coordinate cross-functional teams (Development, QA, Support, Infrastructure, Business) for efficient resolution * Track defects identified in QA, UAT, pre-production, and production environments * Validate 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** * IT incident management under the ITIL framework * Knowledge of the Software Development Lifecycle (SDLC) * Experience in QA, UAT, pre-production, and production environments * Operating systems: Windows and Linux * Networking and database fundamentals * 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 * Time management and organization * Collaborative work in multidisciplinary environments **What We Offer** * **Competitive salary**, commensurate with experience * **Benefits exceeding statutory requirements** * Job stability and professional growth * Participation in high-impact critical projects * A professional environment focused on continuous improvement **Work Conditions** * Central location: **Escandón, CDMX** * **100% on-site** work at corporate office * Monday to 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** Salary: $35,000\.00 \- $45,000\.00 per month Benefits: * Medical expense insurance Application Question(s): * Do you have experience as an Incident Manager or Defect Manager in the financial or banking sector? * 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 ITIL experience? Work Location: On-site employment