Incident Command Lead - ITIL-Driven Resolution

Carl Zeiss Visión Manufactura De México, S. De R.L. De C.V.; Tijuana; On-site; MXN 420,000 - 600,000; Full time

Job summary

Carl Zeiss Visión Manufactura De México, S. De R.L. De C.V. is hiring an IT Incident Manager to oversee the lifecycle of IT incidents, guiding cross‑functional teams from detection to resolution. You will monitor ITSM tools, classify incidents by impact, and drive timely investigations with end‑to‑end ownership.

You will coordinate RCA sessions, report on SLA performance, and share actionable insights with stakeholders to strengthen continuity and service quality across the organization.

Qualifications

• Bachelor's degree in IT, CS, IS, engineering, or related field.
• 3–5 years of IT incident management or ITSM experience.
• Experience coordinating technical teams for incident resolution.
• Experience monitoring SLAs and incident metrics.
• Knowledge of ITIL principles.

Responsibilities

• Continuously monitor IT service management tools to identify, record, classify, and document incidents.
• Classify and prioritize incidents according to severity, business impact, and SLAs.
• Coordinate technical teams to diagnose, follow up, and resolve incidents end-to-end.
• Act as primary contact between IT teams, end users, and stakeholders.
• Manage incident escalations to vendors or senior management.
• Provide incident status updates and notifications during critical incidents.
• Prepare management reports and dashboards to monitor incidents and SLAs.
• Coordinate RCA sessions and implement corrective actions.
• Identify opportunities to improve incident management processes.
• Verify incident resolution with users and close tickets.
• Coordinate internal resources and third-party vendors to minimize disruptions.
• Promote incident management best practices through guidance and training.

Skills

English proficiency

Coordination

Organizational skills

Analytical thinking

Stakeholder management

Communication

Documentation

Problem solving

Prioritization

Team coordination

Education

Bachelor's degree in IT-related field

Tools

ITSM platforms

Ticketing systems

Excel

PowerPoint

Job description

Carl Zeiss Visión Manufactura De México, S. De R.L. De C.V. is hiring an IT Incident Manager to oversee the lifecycle of IT incidents, guiding cross‑functional teams from detection to resolution. You will monitor ITSM tools, classify incidents by impact, and drive timely investigations with end‑to‑end ownership.

You will coordinate RCA sessions, report on SLA performance, and share actionable insights with stakeholders to strengthen continuity and service quality across the organization.