Service Reliability & Incident Management Lead

Epicor Software Corporation; Monterrey; Híbrido; MXN 900.000 - 1.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health and Wellness

Internal Mobility

Career Development

Education Support

Inclusive Workplace

Work-Life Balance

Global Mobility

Descripción de la vacante

Epicor Software Corporation seeks a Service Delivery Manager to drive high-quality service management across production services. You will partner with Cloud Operations, Engineering, Support, and Product to ensure timely incident response and continuous process improvement.

You will lead Major Incident Management, coordinate bridges, manage RCA/post-incident reviews, and own customer-facing communications, changes, and governance. Strong communication and facilitation skills are essential.

Formación

• 5+ years in Service Delivery or ITSM.
• Experience coordinating complex production incidents.
• Clear communication with technical and business audiences.
• Strong facilitation during high-pressure incidents.

Responsabilidades

• Lead and improve Major Incident Management process.
• Coordinate major incident bridges with stakeholders.
• Own RCA/Post-Incident Reviews and ensure timely, detailed RCAs.
• Track RCA actions and identify recurring themes.
• Coordinate customer-facing incident communications.
• Ensure accurate, timely communications across incidents.
• Establish standards for incident severity and escalation.
• Drive Change Management to improve stability.
• Participate in Change Advisory Board processes.
• Analyze incidents and changes for trends and automation.
• Maintain incident, problem, and change procedures and templates.
• Champion operational excellence and learning culture.

Conocimientos

Incident Management

Major Incident Mgmt

Root Cause Analysis

Change Management

Stakeholder comms

Facilitation

Operational Excellence

Educación

ITIL Certification

Descripción del empleo

Epicor Software Corporation seeks a Service Delivery Manager to drive high-quality service management across production services. You will partner with Cloud Operations, Engineering, Support, and Product to ensure timely incident response and continuous process improvement.

You will lead Major Incident Management, coordinate bridges, manage RCA/post-incident reviews, and own customer-facing communications, changes, and governance. Strong communication and facilitation skills are essential.