Service Manager App Management
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Confirmed on the employer's own hiring board on Oct 22, 2026. First seen by Alion on Oct 9, 2026. Softtek scores A on the Alion truth index.
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Softtek is a Mexican information technology services company founded in Monterrey in 1982 that coined the term nearshore to describe delivering technology services to the United States from Latin America. It provides application development and maintenance, enterprise application implementation on SAP and other platforms, cloud and infrastructure management, digital engineering, quality assurance and business process services to clients across the Americas, Europe and Asia. Headquartered in Monterrey and privately held, it operates delivery centres across Mexico, Brazil, Argentina, Spain, India and China and is one of the largest technology services firms based in Latin America.
Problem Manager
Responsable de identificar y gestionar las causas raíz de incidentes recurrentes o de alto impacto, coordinando su análisis, seguimiento y eliminación definitiva para reducir recurrencia y afectación al servicio. El alcance contractual contempla gobernanza del proceso, registro y documentación de problemas, análisis de causa raíz, seguimiento de problemas no resueltos y mejora continua.
- Identificar problemas a partir de incidentes recurrentes, tendencias y eventos de alto impacto.
- Coordinar y documentar análisis de causa raíz (RCA) y definir acciones correctivas/preventivas.
- Administrar el backlog de problemas, priorizando por impacto, recurrencia y riesgo.
- Dar seguimiento a acciones con equipos técnicos hasta su resolución y cierre, incluyendo la validación de que el problema no vuelva a presentarse.
- Generar Known Errors, Workarounds y documentación para alimentar la base de conocimiento.
- Analizar tendencias y proponer mejoras que reduzcan incidentes recurrentes.
- Coordinar revisiones periódicas de problemas con las áreas involucradas y mantener trazabilidad de responsables, compromisos y fechas.
- Medir la efectividad del proceso mediante indicadores de recurrencia, antigüedad del backlog, RCA y reducción de incidentes asociados.
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