Consultant - Incident Management

Flex is the diversified manufacturing partner of choice that helps market-leading brands design, build and deliver innovative products that improve the world.

We believe in the power of diversity and inclusion and cultivate a workplace culture of belonging that views uniqueness as a competitive edge and builds a community that enables our people to push the limits of innovation to make great products that create value and improve people's lives.A career at Flex offers the opportunity to make a difference and invest in your growth in a respectful, inclusive, and collaborative environment. If you are excited about a role but don't meet every bullet point, we encourage you to apply and join us to create the extraordinary.Job Summary

To support our extraordinary teams who build great products and contribute to our growth, we’re looking to add a Consultant- Incident Management located in Guadalajara, North.

Reporting to the Manager, Information Technology, Consultant, the Incident Management role will be responsible for overseeing the identification, resolution, and prevention of incidents that affect our Flex business operations. This role involves managing escalations, ensuring SLAs are met, and continuously improving the incident resolution process.

What a typical day looks like:

• Incident Management: Manage the end-to-end incident process, ensuring all incidents are logged, prioritized, and resolved within agreed service levels.
• ServiceNow Expertise: Utilize the ServiceNow platform to monitor, track, and report on incidents and trends, ensuring accurate and timely updates.
• Escalation Handling: Take ownership of high-priority and escalated incidents, coordinating resources, and ensuring effective communication with stakeholders.
• Root Cause Analysis: Collaborate with technical teams to perform root cause analysis for recurring incidents and implement corrective measures.
• Communication: Provide regular updates to internal and external stakeholders on incident status, resolution plans, and post-incident reviews.
• Process Improvement: Continuously review and improve incident management processes to reduce the frequency and impact of incidents.
• Reporting: Generate and analyze incident reports, identifying trends, and recommending service improvements.
• Collaboration: Work closely with service desk, problem management, and change management teams to ensure seamless incident resolution.

The experience we’re looking to add to our team:

• BA/BS or equivalent work experience
• ServiceNow Proficiency: Strong hands-on experience with the ServiceNow platform, particularly in Incident and Problem Management.
• ITIL Foundation Certification: Knowledge of ITIL practices, with a focus on Incident, Problem, and Change Management.
• Experience: Proficiency experience in Incident Management or a similar role within a technical support environment.
• Communication Skills: Excellent verbal and written communication skills, with the ability to communicate complex technical issues to non-technical stakeholders.
• Problem-Solving Abilities: Strong analytical skills with the ability to drive root cause analysis and continuous improvement.
• Leadership: Proven experience in managing teams and working in high-pressure environments.

What you’ll receive for the great work you provide:

• Competitive Salary.
• Life & Medical insurance.
• Christmas Bonus.
• Food Coupons.
• Saving Fund.

MG61

Job CategoryIT

Flex is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. We celebrate diversity and do not discriminate based on: age, race, religion, color, sex, national origin, marital status, sexual orientation, gender identity, veteran status, disability, pregnancy status, or any other status protected by law. We're happy to provide reasonable accommodations to those with a disability for assistance in the application process. Please email [email protected] and we'll discuss your specific situation and next steps (NOTE: this email does not accept or consider resumes or applications. This is only for disability assistance. To be considered for a position at Flex, you must complete the application process first).