About ktsawe are ktsa – kpmg technology services americas.
A service delivery center of kpmg us, with offices in mexico city, guadalajara, and a growing network of remote talent across the country. We deliver high-value technology, consulting, and corporate support services to kpmg us and its clients.
At ktsa, our employer value proposition is clear: explore.
Explore isn’t just a word — it’s how we grow, lead, and thrive. It’s the mindset that drives our culture and shapes every opportunity:
experience a collaborative, inclusive, and multicultural workplace where you belong.
Excel by creating impact and leaving your mark on global projects.
Expand your potential with real career paths, learning programs, and mentorship.
Express your individuality — come as you are, and thrive as your authentic self.
And because we know that thriving at work also means thriving in life, we back this mindset with ktsamás, our total rewards program, designed to support your well-being, goals, and personal milestones.
Responsibilities and qualifications:
responsibilities
oversee and manage the problem management lifecycle—from detection and logging through investigation, root cause identification, and permanent resolution.
Maintain adherence to itil and organizational standards for rca documentation and problem closure.
Lead technical and cross-functional rca sessions to identify the root cause of high-impact incidents (p1/p2).
Facilitate blameless postmortems and ensure corrective/preventive actions (capas) are documented and tracked to completion.
Validate and verify permanent fixes through change enablement coordination.
Analyze incident and event data to identify patterns, recurring issues, and systemic risks.
Leverage analytics and reporting tools (e.g., power bi, servicenow performance analytics, sql) to proactively detect trends.
Collaborate with service owners, application teams, and infrastructure smes to drive accountability and transparency in problem investigations.
Communicate status, findings, and improvement actions to senior leadership and key business stakeholders.
Represent problem management in cabs, operations reviews, and service performance meetings.
Identify process improvement opportunities to increase itsm maturity and service resilience.
Qualifications
education:
bachelor’s degree in computer science, information systems, or a related discipline.
Itil v4 certification (foundations or higher) required.
Additional certifications such as iso 20000, cobit, or sre related are desirable.
Experience:
minimum 5 years in it service management or operations, with at least 3 years in a dedicated problem management role.
Proven experience conducting root cause analysis for complex, multi-platform environments (e.g., windows, linux, azure, aws, vmware, network, database).
Experience with servicenow or equivalent itsm platforms required.
Demonstrated success leading rca sessions, defining kpis, and managing service improvements in large-scale enterprises.
Core skills & competencies
solid understanding of infrastructure, application, and network technologies.
Strong ability to interpret incident data, trend reports, and dashboards to pinpoint root causes.
Skilled in structured rca techniques (5 whys, fishbone, pareto analysis, fault tree analysis).
In-depth knowledge of itil framework, including integration with incident, change, service desk, etc.
Ability to design, document, and optimize problem management workflows.
Excellent communication and negotiation skills; able to lead multi-team rca discussions with technical and non-technical audiences.
Strong influencing and stakeholder management capabilities, particularly in matrix organizations.
Skilled at maintaining a blameless culture while enforcing accountability.
Experience developing and presenting executive dashboards and operational metrics.
Ability to drive continuous improvement using trend analysis and service performance metrics.
Expand your possibilities with ktsa through ktsamás, where you can access:
extended maternity, paternity, and adoption leaves
above-market vacation benefits
learning opportunities, training, and certification programs
extended marriage leave and daycare support
wellness and employee assistance programs (eap)
comprehensive medical plan, life insurance, car insurance, and funeral assistance
visitto learn more.
At ktsa, we celebrate and support everyone’s individuality. We do not discriminate against any race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, or disability. We are supportive of helping you to achieve a balance between your home and work demands. We are happy to discuss specific requirements and our range of flexible working arrangements could be of interest. Please ask to find out more. We strongly state that we do not require a certificate of non-pregnancy or hiv in order to participate in any of our processes.
Explore ktsa, we dare to be different!
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ktsa - kpmg technology services of americas