**Description** **You Lead the Way. We’ve Got Your Back.** At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. **How will you make an impact in this role?** The Incident, Problem & Change Manager is responsible for ensuring the stability, efficiency, and continuous improvement of IT services by managing incident management process, resolving underlying problems, and implementing changes with minimal risk to business operations. This role acts as a bridge between technical teams, business stakeholders, and service management processes. The successful candidate will ensure that controls are established, tested and documented accurately and thoroughly. **Responsibilities:** **Responsibilities:** **·** **Incident Management:** o Lead the response to high-priority incidents, ensuring timely resolution and communication. o Coordinate with technical teams to restore services quickly while minimizing business impact. o Maintain incident records and produce post-incident reports. **·** **Problem Management:** o Identify recurring issues and conduct root cause analysis. o Develop and implement permanent solutions to prevent future incidents. o Maintain a known error database and track problem resolution progress. **·** **Change Management:** o Oversee the assessment, approval, and scheduling of changes to IT systems. o Ensure changes are implemented with minimal disruption and in compliance with governance policies. o Facilitate Change Advisory Board (CAB) meetings and maintain change records. **Minimum Qualifications** * Bachelor’s degree in IT, Computer Science, or related field (or equivalent experience). * Strong knowledge of ITIL processes and best practices. * Excellent communication, coordination, and stakeholder management skills. * Proven ability to work under pressure in fast-paced environments. * Analytical mindset with strong problem-solving abilities. * English advanced **Preferred Qualifications** * Reduced incident resolution times. * Decrease in recurring incidents. * High change success rate with minimal service disruption. **Qualifications** We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: + Competitive base salaries + Bonus incentives + Support for financial-well-being and retirement. + Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) + Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need. + Generous paid parental leave policies (depending on your location) + Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) + Free and confidential counseling support through our Healthy Minds program + Career development and training opportunities Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. **Job:** Technologies **Primary Location:** Mexico-Mexico City-Mexico City **Schedule** Full-time **Req ID:** 26001903