Senior IT Incident Response Lead — SLA & RCA Focus

Carl Zeiss Visión Manufactura de México, S. de R.L. de C.V.; Tijuana; On-site; MXN 420,000 - 680,000; Full time

Job summary

Carl Zeiss Visión Manufactura de México, S. de R.L. de C.V.

seeks an IT Incident Manager to monitor incident workflows, classify issues, and coordinate timely resolution with cross-functional teams. You will serve as the primary liaison between IT, end users, and stakeholders, ensuring SLA compliance and thorough documentation. Responsibilities include incident escalation, RCA sessions, KPI reporting, and process improvements to strengthen IT service continuity and incident handling.

Qualifications

• 3 to 5 years of experience in IT incident management or ITSM.
• Knowledge of ITIL principles and incident management processes.
• Experience coordinating technical teams for incident resolution.
• Strong documentation and reporting capabilities.

Responsibilities

• Continuously monitor IT service management tools to identify, record, classify, and document incidents.
• Classify and prioritize incidents according to severity and SLAs.
• Coordinate technical teams to diagnose, follow up, and resolve incidents.
• Act as the primary contact between IT, users, and stakeholders.
• Manage incident escalations to external vendors or senior management.
• Provide timely incident status updates and notifications during outages.
• Prepare management reports, KPIs, and dashboards to monitor incidents.
• Coordinate RCA sessions and establish corrective actions.
• Identify improvements to incident management processes for better IT continuity.
• Verify resolution with users and ensure closure criteria are met.

Skills

Incident management

ITIL knowledge

Stakeholder coordination

Communication skills

Documentation

Education

Bachelor's degree in IT/CS/IS/Engineering

Tools

ITSM platforms

Ticketing systems

MS Excel

PowerPoint

Job description

Carl Zeiss Visión Manufactura de México, S. de R.L. de C.V.

seeks an IT Incident Manager to monitor incident workflows, classify issues, and coordinate timely resolution with cross-functional teams. You will serve as the primary liaison between IT, end users, and stakeholders, ensuring SLA compliance and thorough documentation. Responsibilities include incident escalation, RCA sessions, KPI reporting, and process improvements to strengthen IT service continuity and incident handling.