Incident Analyst

About the position

At CRH Talento en IT, we are looking for a Incident Analyst for a hybrid work schedule. Location: Mexico City - Santa Fe Benefits: Family major medical expense insurance, life insurance, savings fund, grocery vouchers, restaurant vouchers, annual bonus, sports support, 100% vacation bonus, 15 days of vacation, 30 days of Christmas bonus and parking. The Incident Analyst supports the rapid response and coordination of critical IT incidents. This role assists in managing incident communication, engaging technical teams, and tracking progress to ensure timely restoration of services. The ideal candidate demonstrates strong analytical, organizational, and communication skills, helping minimize business impact and maintain service continuity. RESPONSIBILITIES & DUTIES Incident Response · Identify, log, and classify major IT incidents reported by internal teams or external users. · Notify and engage appropriate technical and vendor resources to facilitate diagnosis and resolution. · Support real-time coordination calls and assist with documenting actions and updates. · Maintain accurate and timely communication between technical teams, business stakeholders, and leadership during incidents. · Track incident timelines and outcomes for performance reporting and trend analysis. Problem and Root Cause Management · Collaborate with the Problem Management team to gather data for root cause analyses (RCAs). · Monitor and update problem records to ensure timely closure within established SLAs. · Assist in preparing RCA reports and ensure documentation and communication are completed as required. · Support daily review meetings to discuss recent and open P1/P2 incidents and ongoing IT work. Process Governance and Support · Adhere to established Incident and Change Management policies, processes, and tools. · Assist with training and user support to ensure consistent process adoption and compliance. · Collaborate with IT and business teams to align with operational best practices. Continuous Improvement and Reporting · Collect and analyze incident and change data to identify trends and process improvement opportunities. · Generate reports, dashboards, and performance metrics for management review. · Help maintain clear, actionable documentation for procedures and processes. · Contribute to the development of knowledge articles and reference materials for IT staff. POSITION REQUIREMENTS · Bachelor’s degree in Information Technology, Computer Science, or a related field required. · 3–5 years of experience in IT operations, incident management, or service management. · Experience with enterprise-level incident response processes preferred. · Fluent in English (verbal and written). KNOWLEDGE & COMPETENCIES Strong written and verbal communication skills, with attention to accuracy and clarity. Effective under pressure and able to manage multiple priorities. Solid analytical and problem-solving skills with attention to detail. Strong organizational and documentation abilities. Familiarity with ITIL principles and service management best practices. Proficiency with ITSM tools (e.g., ServiceNow or equivalent) preferred

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