Incident and Problem Management

Job Title:

Incident & Problem Management

Note
- Applicants must know Spanish language

Job Summary:

We are seeking an experienced Incident & Problem Management to support IT operations and ensure service stability. The ideal candidate will be responsible for managing incidents, coordinating major incident responses, conducting root cause analysis, and driving continuous service improvement initiatives.

* who can speak fluent Spanish

Key Responsibilities:

• Manage the end-to-end incident lifecycle and ensure timely resolution of incidents.

• Coordinate Major Incident Management (MIM) activities and lead bridge calls during critical outages.

• Monitor incident queues and ensure compliance with SLAs.

• Conduct Root Cause Analysis (RCA) and prepare post-incident reports.

• Identify recurring issues and drive problem management activities to prevent future incidents.

• Maintain and update the Known Error Database (KEDB).

• Collaborate with infrastructure, application, and support teams to resolve incidents and problems.

• Track corrective and preventive actions to completion.

• Prepare incident and problem management reports, dashboards, and metrics.

• Participate in change management reviews and assess potential service impacts.

• Drive continuous process improvement initiatives aligned with ITIL best practices.

Required Skills:

• Strong experience in Incident Management and Problem Management.

• Hands-on experience with ITIL processes and frameworks.

• Experience conducting Root Cause Analysis (RCA).

• Knowledge of SLA management and service operations.

• Experience with ITSM tools such as Service Now, BMC Remedy, Jira Service Management, or similar.

• Strong troubleshooting and analytical skills.

• Excellent verbal and written communication skills.

• Ability to work effectively in a fast-paced production support environment.

Preferred Qualifications:

• ITIL certification.

• Experience managing Major Incidents in enterprise environments.

• Experience with reporting, metrics, and service improvement initiatives.

• Knowledge of Change Management and Release Management processes.