Director of training and performance management (Nezahualcóyotl)
Link-Worldwide
Incident and Problem Management Position ObjectiveKey role in ensuring IT services remain stable, resilient, and aligned with business priorities. Combining operational leadership with technical understanding, this role oversees major incident management, service reliability, and continuous improvement across the IT landscape. The Service Operations Manager acts as a bridge between technical engineering teams and business stakeholders, ensuring both rapid resolution and long‑term service health. The role will work with a variety of stakeholders from multiple technical domains such as Network, Cloud, Infra, ITSM, Monitoring tools, and business applications.
Main Responsibilities
- Incident Management Lead: Manage critical/major incidents, conduct troubleshooting calls, and ensure services are recovered in minimum time. Assess and articulate the business impact of technical issues to guide prioritization and stakeholder communication.
- Review high‑level and low‑level designs (HLDs/LLDs) and service documentation to understand dependencies, data flows, and resilience mechanisms.
- Actively contribute to troubleshooting discussions, proposing diagnostic steps or recovery options based on technical understanding.
- Maintain stakeholders updated on recovery progress via incident notifications and register the incident timeline.
- Perform level‑1 troubleshooting for low priority tickets (P3/P4), following runbooks and leading escalated/long‑running P3 cases until completion.
- Regularly follow‑up on the low priority tickets backlog, perform internal escalations when required to maintain the backlog under control and resolve prioritized cases.
Problem Management
Conduct Root Cause Analysis meetings with the technical teams to identify and recommend actions to prevent incidents from recurring. Recommend improvements in internal ways of working to maximize the teams' effectiveness during incident troubleshooting and reduce the time to restore. Ensure permanent fixes are defi
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