24/7 Incident Response Lead

ZEISS Group; Tijuana; On-site; MXN 420,000 - 640,000; Full time

Job summary

ZEISS Group is seeking an IT Incident Manager to oversee end-to-end incident handling in a 24/7 operations model. You will identify, log, classify, coordinate technical teams, and communicate with end users and vendors, driving RCA and continuous improvements to minimize business impact.

The role requires strong ITIL knowledge, experience with ITSM platforms, and excellent English communication. You will produce management reports, track SLAs, and lead escalations to ensure timely resolution and

Qualifications

• Bachelor's degree in IT, CS, Information Systems, Engineering or related field.
• 3–5 years in IT incident management or IT service management.
• Experience coordinating technical teams and monitoring incident timelines.

Responsibilities

• Manage end-to-end incident lifecycle (identification to closure).
• Coordinate technical teams, end users, and vendors; escalate as needed.
• Maintain timely stakeholder communications and incident status updates.

Skills

ITIL know-how

Incident management

Stakeholder communication

Analytical thinking

English proficiency B2

Coordination

Education

Bachelor's degree in IT/CS/Info Systems

Tools

ITSM ticketing systems

MS Office (Excel, PowerPoint)

Job description

ZEISS Group is seeking an IT Incident Manager to oversee end-to-end incident handling in a 24/7 operations model. You will identify, log, classify, coordinate technical teams, and communicate with end users and vendors, driving RCA and continuous improvements to minimize business impact.

The role requires strong ITIL knowledge, experience with ITSM platforms, and excellent English communication. You will produce management reports, track SLAs, and lead escalations to ensure timely resolution and