Service Management Expert - Incident & Problem Management

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Incident Management:

·       Lead the Critical/Major Incidents - manage the troubleshooting calls and ensure the 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.

Incident Management:

• Lead the Critical/Major Incidents - manage the troubleshooting calls and ensure the 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 all stakeholders updated on the recovery progress via incident notifications and register the incident timeline.
• Perform Level 1 troubleshooting for low priority tickets (P3/P4), based on acquired knowledge and instruction runbooks provided by the SmartER teams. Lead escalated/long running P3 cases until completion.
• Regularly follow-up on the low priority tickets backlog with the stakeholders and perform internal escalations when required to maintain the backlog under control or to resolve prioritized cases.

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 opportunities for improvement.
• Cultivate the Problem Management mindset and follow-up on the Problem Management recommendations with the internal stakeholders, until completion.

Change Management:

• Review Change Requests and internally assess impact on SmartER with the teams, share the approval feedback during Change Advisory Board.
• Conduct the post-reviews for the failed Changes, align the required actions to prevent recurrences and follow-up with the stakeholders to ensure completion.

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.

Experience and requirements:

·       Bachelor’s degree in Information Technology, Computer Science, or related field.

·       5+ years experience in IT Operations, Service Management, or Technical Support roles.

Application & Platform Operations

·       Strong understanding of infrastructure, applications, and networks — able to read architecture diagrams and understand component dependencies.

·       Proven experience managing operations for business-critical applications (e.g., mobile apps, client portals, extranet platforms).

·       Hands-on experience with cloud platforms (such as Azure Portal) and their operational management.

Incident & Outage Management

·       Proven background in Incident/Problem/Change Management, ideally in complex hybrid environments.

·       Demonstrated ability to coordinate and lead recovery efforts during service outages, ensuring minimal business impact.

·       Experience in root cause analysis, incident reporting, and implementing corrective actions for application/service disruptions.

Stakeholder Communication

·       Experience communicating with diverse stakeholders (business units, clients, merchants, technical teams) during incidents and recovery processes.

·       Ability to translate technical issues into business impact for non-technical audiences.

Service Monitoring & Improvement

·       Experience with monitoring tools and dashboards for real-time application health and performance tracking.

Proven track record of driving continuous improvement in service reliability and recovery times.

Technical Knowledge / Certifications:

ITIL or similar framework knowledge. (Certification is a plus). Basic to intermediate knowledge of cloud applications. Experience with monitoring and observability platforms.

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