Information Technology Specialist (incident Responder)
ZENDESK PTY
Mexico City, Mexico
Hybrid
3+ years in incident management or sre
Experience with high-severity incident response
Working knowledge of itil incident management
This role is critical to Zendesk's hybrid SRE model, supporting incident triage, restoration, and post-incident reviews across over 70 CIO-owned applications
Job Summary
This role is critical to Zendesk's hybrid SRE model, supporting incident triage, restoration, and post-incident reviews across over 70 CIO-owned applications.
The Incident Responder will participate in on-call rotations, respond to alerts and vendor status page impacts, and help reduce Mean Time to Resolution (MTTR).
Zendesk offers a hybrid work experience that combines rich onsite collaboration with flexibility to work remotely part of the week.
Matching Summary
This role is critical to Zendesk's hybrid SRE model, supporting incident triage, restoration, and post-incident reviews across over 70 CIO-owned applications.
Skills & Requirements
Must-have
3+ years in Incident Management or SRE
Experience with high-severity incident response
Working knowledge of ITIL Incident Management
Familiarity with Incident.I/O and PagerDuty
Understanding of Salesforce and NetSuite integrations
Nice-to-have
Experience in global high-growth tech company
Exposure to observability tools like Datadog
Knowledge of automation scripting in Python
Previous experience at a SaaS company
Blameless postmortem culture experience
Key Requirements
3+ years experience in Incident Management, SRE, NOC, or Service Desk escalation roles
Physical location in Mexico City or Mexico State required
Must attend local office part of the week as per hybrid schedule
Work Rights
Must be physically located in Mexico City or Mexico State