Gestor de Incidentes
Core
Managing critical IT incidents and service disruptions in manufacturing/OT environments to ensure operational continuity.
Role type
Senior Incident Manager (IT Operations)
Builds
IT service stability and operational continuity for manufacturing clients
Domain
IT Operations / Manufacturing / OT
Required skills
Incident management (ITIL v3/4), ITSM tools (BMC Helix, ServiceNow), SLA/MTTR tracking, stakeholder communication, critical decision-making under pressure, OT/Manufacturing domain knowledge, root cause analysis, team coordination
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 (MTTR, MTTI); Identify failure trends and propose corrective actions; Maintain knowledge bases; Report on incident metrics and SLA adherence.
Seniority
Mid-Senior, hands-on IC