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Incident Management Consultant

hace 1 mes

Guadalajara, Jalisco, México Flextronics A tiempo completo

Job Summary

We are seeking a highly skilled Incident Management Consultant to join our team at Flex. The successful candidate will be responsible for overseeing the identification, resolution, and prevention of incidents that affect our business operations.

Key Responsibilities

  • Manage the end-to-end incident process, ensuring all incidents are logged, prioritized, and resolved within agreed service levels
  • Utilize the ServiceNow platform to monitor, track, and report on incidents and trends, ensuring accurate and timely updates
  • Take ownership of high-priority and escalated incidents, coordinating resources, and ensuring effective communication with stakeholders
  • Collaborate with technical teams to perform root cause analysis for recurring incidents and implement corrective measures
  • Provide regular updates to internal and external stakeholders on incident status, resolution plans, and post-incident reviews
  • Continuously review and improve incident management processes to reduce the frequency and impact of incidents
  • Generate and analyze incident reports, identifying trends, and recommending service improvements

Requirements

  • BA/BS or equivalent work experience
  • Strong hands-on experience with the ServiceNow platform, particularly in Incident and Problem Management
  • Knowledge of ITIL practices, with a focus on Incident, Problem, and Change Management
  • Proficiency experience in Incident Management or a similar role within a technical support environment
  • Excellent verbal and written communication skills, with the ability to communicate complex technical issues to non-technical stakeholders
  • Strong analytical skills with the ability to drive root cause analysis and continuous improvement
  • Proven experience in managing teams and working in high-pressure environments

What We Offer

  • Competitive Salary
  • Life & Medical insurance
  • Christmas Bonus
  • Food Coupons
  • Saving Fund

Flex is an Equal Opportunity Employer

We celebrate diversity and do not discriminate based on age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status, or any other status protected by law.