IT Incident Response Lead — 24/7, RCA & SLA

ZEISS Group; Tijuana; Presencial; MXN 350.000 - 550.000; Jornada completa

Descripción de la vacante

ZEISS Group in Mexico seeks an IT Incident Manager to lead end-to-end management of IT incidents within a 24/7 coverage model. You will coordinate IT, end users, and vendors to identify, log, classify, escalate, and resolve incidents while maintaining timely communication with stakeholders.

The role emphasizes root cause analysis, incident reporting, and continuous improvement of incident processes, with a strong focus on meeting SLAs and minimizing business impact.

Formación

• Bachelor's degree in IT or a related field.
• 3–5 years of experience in IT incident management or IT service management.
• Experience coordinating technical teams and vendors.
• Experience monitoring SLAs and incident resolution timelines.

Responsabilidades

• Manage end-to-end IT incident lifecycle across teams and vendors.
• Log, classify, and document incidents with accurate data.
• Coordinate escalations and RCA sessions.
• Provide timely status updates and stakeholder communication.
• Generate management reports and dashboards for active incidents.
• Promote best practices and process improvements in incident management.

Conocimientos

Incident coordination

ITIL

Stakeholder management

English B2

Excel

SLA monitoring

Team coordination

Educación

Bachelor's degree in Information Technology / related field

Herramientas

ITSM platforms

Descripción del empleo

ZEISS Group in Mexico seeks an IT Incident Manager to lead end-to-end management of IT incidents within a 24/7 coverage model. You will coordinate IT, end users, and vendors to identify, log, classify, escalate, and resolve incidents while maintaining timely communication with stakeholders.

The role emphasizes root cause analysis, incident reporting, and continuous improvement of incident processes, with a strong focus on meeting SLAs and minimizing business impact.