Analista de Incidentes y Problemas

Responsibilities

• Evaluate incident logs periodically to ensure compliance with established guidelines.
• Prioritize the management of major incidents (High/Critical) and classify/escalate them based on impact and urgency.
• Direct timely and effective communication regarding incident status to technical teams, management, business units, and users.
• Coordinate resolution teams (support, development, infrastructure, etc.) to diagnose and resolve incidents as quickly as possible.
• Maintain precise and detailed records of the entire incident lifecycle within the management system (ServiceNow).
• Lead post-mortem review meetings to identify root causes and define preventive and corrective actions.
• Monitor and ensure that response and resolution times adhere to established Service Level Agreements (SLAs).
• Periodically analyze registered incidents to identify patterns or atypical behaviors for problem registration.
• Follow up on registered problems in coordination with the Problem Manager.

Requirements

• Professional degree in Computer Systems or a related field.
• Experience and interest in help desk and technical support.
• Proficiency in using ticketing tools.
• Basic IT knowledge (servers, networks, DBA, and applications).
• Knowledge of ITIL or industry best practices.
• Availability to rotate between day and night shifts.

Benefits

• Statutory benefits (Prestaciones de ley).

About the Company

Afirme is a Mexican bank certified as one of the best places to work by GPTW. We are growing and consolidating through high-quality financial products and services, contributing to the economic development of the country. We offer opportunities for professionals seeking personal and professional growth within an inclusive environment.