ITSM Incident & Service Improvement Lead

Ball Corporation; Santiago de Querétaro; On-site; MXN 300,000 - 420,000; Full time

Job summary

Ball Corporation seeks an ITSM Functional Analyst to implement and support complex technology solutions that boost performance and service excellence across Ball. You will collaborate with stakeholders, IT teams, and partners to translate requirements into scalable solutions while ensuring stability and resilience.

You will drive incident responses, change management improvements, and release activities across environments, coordinating patches, testing, and deployments, with emphasis on

Qualifications

• 2+ years of experience in IT Operations, NOC, Service Management, Infrastructure Support, or Major Incident Management.
• Bachelor's degree in a related field preferred and a minimum of 2-5 years of relevant professional experience.
• Strong analytical problem-solving, stakeholder communication, and project coordination abilities.
• Deep familiarity with cloud/on-premise environments (servers, networks, databases), monitoring tools, and ITSM platforms (e.g., ServiceNow, Jira Service Management).
• Experience implementing and supporting complex business systems and technology solutions.
• Knowledge of business analysis, requirements gathering, system design, testing methodologies, and software development lifecycle processes.
• Familiarity with ITIL, COBIT, Lean, Six Sigma, Kaizen, or other process improvement frameworks.

Responsibilities

• Lead critical incident responses, root-cause analysis, and service restorations to minimize downtime.
• Identify gaps in ITSM processes—such as incident, problem, and change management—and implement tooling or process improvements.
• Coordinate server, network, and application patching, security updates, and infrastructure capacity planning.
• Configure, test, monitor, and support application changes, enhancements, and release activities across environments.
• Partner with software vendors, implementation partners, and consultants to ensure successful solution delivery and adoption.
• Drive continuous improvement through industry best practices, automation initiatives, and support for user acceptance testing.

Skills

Analytical problem-solving

Stakeholder communication

Project coordination

IT infrastructure knowledge

ITSM platforms (ServiceNow, Jira)

Incident management

Process improvement frameworks

Education

Bachelor's degree in related field

Tools

ServiceNow

Jira Service Management

Monitoring tools

Job description

Ball Corporation seeks an ITSM Functional Analyst to implement and support complex technology solutions that boost performance and service excellence across Ball. You will collaborate with stakeholders, IT teams, and partners to translate requirements into scalable solutions while ensuring stability and resilience.

You will drive incident responses, change management improvements, and release activities across environments, coordinating patches, testing, and deployments, with emphasis on