Senior Engineer, Service Management

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Offer advanced support for Major Incident Management (MIM) or high-level service coordination within a designated client portfolio.

• Act as the main point of contact for MIM process questions and issues for straightforward and moderately complex clients.

• Drive quality assurance projects and enhancements to the major incident process.

• Conduct training sessions to enhance team capabilities and expertise.

• Facilitate bridge meetings for major incidents and coordinate actions for swift incident resolution.

• Execute routine service management tasks, including monitoring changes, conducting post-implementation reviews, documenting root cause analyses (RCA), analyzing the standard change catalogue, identifying problem trends, and assessing the service request catalogue.

• Organize Daily Operations, Change Advisory Board, Problem Review Board, and other meetings related to processes.

• Create and present reports on progress made towards continuous service improvement initiatives.

• Identify opportunities for process enhancements and propose solutions, including necessary project initiatives.

• Collaborate daily with internal teams, clients, and external vendors to oversee Enterprise Service Management (ESM) processes.

• Address in-scope service levels, Experience Level Agreements (XLA), operational, and compliance issues for regular clients and strategic partners.

⛳️ Requirements

• BA/BS degree with 4–6 years of relevant experience, or an equivalent combination of education and experience.

• Proficiency in English.

• ITIL 3 or 4 Certification.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health benefits and wellness programs.

• Supportive work environment with a focus on teamwork and collaboration.