Gestor de Incidentes
Core
Manage critical IT incidents and service disruptions in manufacturing/industrial environments to ensure operational continuity.
Role type
Senior Incident Manager (IT Operations)
Builds
IT service stability and operational continuity for manufacturing/industrial clients
Domain
IT Operations / Industrial Manufacturing / OT
Required skills
Incident management under ITIL v3/4, ITSM tool administration, SLA/MTTR tracking, stakeholder communication, critical decision-making under pressure, industrial/OT environment knowledge, trend analysis, root cause identification
Preferred skills
ITIL 4 Foundation, Advanced ITIL Incident Management, BMC Helix/ServiceNow certifications
Technologies
BMC Helix, ServiceNow, ITSM platforms
Responsibilities
Classify, prioritize, escalate, and track incidents; coordinate teams during critical incidents; monitor SLA compliance and metrics (MTTR, MTTI); document knowledge base entries; identify improvement opportunities to reduce downtime; report on incident trends and resolution times
Seniority
Mid-Senior, hands-on IC