Incident and Problem Manager

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

Incident and Problem Manager

Polanco,Mexico City

Summary Position

Thales is seeking a highly skilled and proactive Incident and Problem Manager to join our dynamic MCS organization. This role is a hands-on, operational position that goes beyond process ownership, requiring active involvement in managing incidents, conducting root cause analyses (RCA), and driving problem management initiatives. The Incident and Problem Manager will be accountable for minimizing business disruption, improving system reliability, and ensuring seamless communication across stakeholders.

This position also includes strategic responsibilities such as identifying recurring issues, implementing preventive measures, and working collaboratively across regions and cross-functional teams.

Incident manager will be reporting to Regional Operation manager.

Key Responsibilities:

• Manage incidents end-to-end, ensuring timely resolution, high-quality reporting, and effective communication with stakeholders.

• Lead major incident management (P1/P2) with full accountability, ensuring proper coordination, escalation, and updates to management.

• Analyze incidents to identify trends and recurrences, translating insights into actionable problem-solving initiatives.

• Own the problem management process, ensuring root causes are addressed, documented, and followed up with corrective and preventive actions.

• Conduct timely and high-quality Root Cause Analyses (RCA), ensuring meaningful insights and actionable outcomes.

• Collaborate with teams to prioritize and implement solutions to address recurring problems and reduce incident frequency.

• Act as the primary point of contact for stakeholders, ensuring regular incident and problem updates and backlog prioritization reviews.

• Escalate issues internally when necessary, ensuring appropriate stakeholder and management involvement.

• Maintain a good understanding of IT products, integrations, solution/product use cases, and third-party dependencies to improve incident and problem resolution.

• Work with cross-functional teams and vendors to address complex technical issues and implement long-term solutions.

• Prepare and present incident and problem management statistics, KPIs, and trends to management regularly.

• Use data-driven insights to identify continuous improvement opportunities for processes and system reliability.

• Ensure Incident Response Teams (IRT) is trained to effectively manage incidents during your absence.

Minimum Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field.

• 5+ years of experience in IT incident and problem management or a similar operational role.

• Strong understanding of ITIL frameworks (ITIL Certification preferred)

• Basic technical knowledge of IT products, integrations, use cases, and third-party systems.

• Proven ability to identify recurring problems, drive solutions, and ensure long-term preventive measures are in place.

• Experience with ITSM tools (e.g., ServiceNow, Jira, BMC Remedy) for managing incidents and problems.

• Excellent communication, leadership, and stakeholder management skills.

• Critical thinking, problem-solving, and the ability to perform under pressure.

• Fluent in English

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!