Senior IT Incident Response Engineer - Global
Carl Zeiss Visión Manufactura de México, S. de R.L. de C.V.
Education Bachelor's degree in Information Technology, Computer Science, Information Systems, Engineering, or a related field. Professional Experience 3 to 5 years of experience in IT incident management, incident coordination, or IT service management. Experience coordinating technical teams to investigate, troubleshoot, escalate, and resolve IT incidents. Experience monitoring incident resolution timelines, service performance, and compliance with Service Level Agreements (SLAs). Experience preparing incident reports, tracking performance indicators, and documenting incident resolution activities. Technical Knowledge Knowledge of ITIL principles and Incident Management processes. Experience working with IT Service Management (ITSM) platforms and ticketing systems. Proficiency in Microsoft Office applications, particularly Excel and PowerPoint, for reporting and documentation. Understanding of incident prioritization, escalation procedures, Root Cause Analysis (RCA), and corrective and preventive actions. Ability to analyze incident trends, identify recurring issues, and support continuous improvement Skills and Competencies Strong verbal and written communication skills in English, with a minimum B2 proficiency level. Excellent coordination and organizational skills, with the ability to manage multiple incidents simultaneously. Strong analytical and problem-solving abilities, with a focus on business impact and service continuity. Team coordination and stakeholder management skills, including the ability to communicate effectively with technical and non-technical audiences. Conflict resolution, decision-making, and prioritization skills, especially when managing critical incidents. Ability to work under pressure, manage competing priorities, and maintain clear communication during service disruptions. Strong documentation, follow-up, and reporting skills.
Octubre 13 2026 en Tijuana
