Incident Response Specialist – IT Operations (SRE)

Zendesk; Ciudad de México; Híbrido; MXN 680.000 - 980.000; Jornada completa

Descripción de la vacante

Zendesk in Mexico City is seeking an Information Technology Specialist (Incident Responder) to join our hybrid SRE team. You will triage incidents, coordinate swarms with domain teams, and help restore service while maintaining accurate incident records.

This hands-on role emphasizes on-call responsiveness, post-incident reviews, and clear communication with stakeholders. Experience in ITIL/incident management and tools like PagerDuty or Incident.I/O will help you succeed.

Formación

• 3+ years of experience in Incident Management, SRE, NOC, IT Operations, or Service Desk escalation roles.
• ITIL Incident Management knowledge and experience with incident response or war-room coordination.
• Familiarity with incident tools (e.g., Incident.I/O, PagerDuty) and collaboration tools (Slack, Zoom).

Responsabilidades

• Participate in incident triage and restoration—assess severity, update records, coordinate with resolver teams.
• Join incident swarming with the Incident Commander, domain owners, and platform teams to restore service.
• Maintain accurate incident documentation and contribute to PIRs and blameless postmortems.

Conocimientos

Incident management

SRE

NOC operations

Communication

On-call coordination

Herramientas

Incident.I/O

PagerDuty

Slack

Zoom

Datadog

Prometheus

Descripción del empleo

Zendesk in Mexico City is seeking an Information Technology Specialist (Incident Responder) to join our hybrid SRE team. You will triage incidents, coordinate swarms with domain teams, and help restore service while maintaining accurate incident records.

This hands-on role emphasizes on-call responsiveness, post-incident reviews, and clear communication with stakeholders. Experience in ITIL/incident management and tools like PagerDuty or Incident.I/O will help you succeed.