Director of training and performance management

Job Title: Incident & Problem Management Job Summary: We are seeking an experienced Incident & Problem Management to support IT operations and ensure service stability. The ideal candidate will be responsible for managing incidents, coordinating major incident responses, conducting root cause analysis, and driving continuous service improvement initiatives. *who can speak fluent Spanish Key Responsibilities: • Manage the end-to-end incident lifecycle and ensure timely resolution of incidents. • Coordinate Major Incident Management (MIM) activities and lead bridge calls during critical outages. • Monitor incident queues and ensure compliance with SLAs. • Conduct Root Cause Analysis (RCA) and prepare post-incident reports. • Identify recurring issues and drive problem management activities to prevent future incidents. • Maintain and update the Known Error Database (KEDB). • Collaborate with infrastructure, application, and support teams to resolve incidents and problems. • Track correcti...