Telecom Problem Management Strategist

Flō Networks; Ciudad Juárez; Presencial; MXN 700.000 - 900.000; Jornada completa

Descripción de la vacante

Flō Networks in Ciudad Juárez, Mexico is seeking a Problem Management Specialist to partner with the Problem Manager. You will analyze incidents, identify recurring patterns, and champion concrete improvements to reduce impact on services.

You will lead cross-functional RCA sessions, maintain the Known Error Database, and translate findings into actionable change plans with owners and timelines. Fluency in English and Spanish is required.

Formación

• Bachelor’s degree in IT/engineering or equivalent practical experience.
• 3-5 years in IT or telecommunications service management with incident/problem focus.
• Structured RCA experience and written RCA deliverables.
• ITIL 4 Service Management knowledge; ITIL 4 Foundation cert or plan to obtain within 6 months.
• Strong analytical skills with large ticket data and trend spotting.
• Experience with ITSM/CRM platforms and reporting dashboards.
• Excellent written and verbal communication; able to influence without authority.
• Bilingual English and Spanish.

Responsabilidades

• Analyze incident, alarm, and change data to identify recurring issues.
• Build recurrence views by service, site, customer, product, technology, vendor.
• Correlate incidents with changes, maintenance, vendor events, and environment.
• Raise problem records with hypothesis, evidence, and impact.
• Lead RCA sessions using 5 Whys, Ishikawa, or other methods.
• Coordinate cross-functional RCA with Engineering, NOC, Field Ops, and vendors.
• Maintain Known Error Database with workarounds and fixes.
• Translate RCA findings into actionable improvements with owners and timelines.
• Submit changes arising from problem records and verify results.

Conocimientos

Problem management

Root cause analysis

ITIL 4

SQL

Data analysis

Communication

Bilingual EN/ES

Educación

Bachelor's degree in IT/engineering

Herramientas

Dashboard tools

Monitoring tools

Observability platforms

Descripción del empleo

Flō Networks in Ciudad Juárez, Mexico is seeking a Problem Management Specialist to partner with the Problem Manager. You will analyze incidents, identify recurring patterns, and champion concrete improvements to reduce impact on services.

You will lead cross-functional RCA sessions, maintain the Known Error Database, and translate findings into actionable change plans with owners and timelines. Fluency in English and Spanish is required.