Incident Responder: SaaS Reliability & Triage Lead

Zendesk; Ciudad de México; Híbrido; MXN 600.000 - 800.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Diversity & inclusion emphasis

Descripción de la vacante

Zendesk is seeking Incident Responders to triage, swarm with teams, and restore service in a fast-paced hybrid SRE model. You’ll support incident management across multiple SaaS applications, handle on-call alerts, and contribute to post-incident reviews.

Ideal candidates have 3+ years in incident management or SRE, familiarity with ITIL, and experience with Incident.I/O or PagerDuty. Strong communication is essential.

Formación

• 3+ years in incident management, SRE, NOC, IT operations or service desk escalation.
• Familiar with ITIL Incident Management and incident response processes.
• Calm under pressure with clear documentation and communication.

Responsabilidades

• Participate in incident triage and restoration; update incident records.
• Join swarms with incident commander and domain teams to restore service.
• Respond to on‑call alerts and ticket escalations to reduce MTTR.
• Maintain incident docs in Incident.I/O; provide timely PIRs.
• Follow runbooks, severity models, and escalation paths.
• Collaborate with Observability, Problem Management, and Service Desk.

Conocimientos

Incident Management experience

SRE experience

NOC experience

IT Operations

Service Desk escalation

Educación

ITIL 4 Foundation Certification

Herramientas

Incident.I/O

PagerDuty

Datadog

Prometheus

Descripción del empleo

Zendesk is seeking Incident Responders to triage, swarm with teams, and restore service in a fast-paced hybrid SRE model. You’ll support incident management across multiple SaaS applications, handle on-call alerts, and contribute to post-incident reviews.

Ideal candidates have 3+ years in incident management or SRE, familiarity with ITIL, and experience with Incident.I/O or PagerDuty. Strong communication is essential.