incident manager.

Reporting/Governance:

Provides appropriate reporting and data to stakeholders in order to highlight the stability of the Global IT

Systems.

Participate in Local and Global governance with the purpose of presenting information and ensuring feedback

is received from stakeholders and applied to the Service Management processes.

Works collaboratively with technical teams from Global Technology and local Business Units in order to ensure

adherence to the Global Service Management Processes. Facilitate recurring meetings to discuss operational

matters on Incident/Problem/Change Management areas.

The role will be part of the Global Service Management team, with a focus on ensuring stakeholders in

SmartER LATAM receive the appropriate support.

Located in Mexico. Ability to cover on-call shifts.







Problem Management:

Conduct the Root Cause Analysis meetings with the technical teams, to identify and provide recommendations

to prevent incidents from recurring.

Recommend improvements in internal ways of working, to maximize the teams’ effectiveness during incidents

troubleshooting and reduce the time to restore.

Ensures permanent fixes are defined and implemented for known bugs/repetitive low priority incidents.

Monitor and analyze operational metrics (availability, MTTR, SLA compliance, incident trends) to identify