Helix - Technology Solutions Specialist - Mexico

At BMC Helix , we are an AI‑native platform empowering IT organizations worldwide by delivering accelerated innovation and actionable AI in digital service and operations management.

Responsibilities

• Perform end‑to‑end problem investigations with structured root cause analysis (RCA), evaluating incident data and collaborating across teams for resolution tracking.
• Deliver clear, concise, customer‑facing RCA documentation that summarizes impact, root cause, contributing factors, and corrective actions.
• Collaborate with R&D, SaaS Operations, and Technical Customer Support to collect data, validate analysis, and drive investigations.
• Maintain problem records with accurate status, findings, and action tracking per Problem Management processes.
• Identify recurring issues and create problem records based on incident trends and known impact areas.
• Support the definition and tracking of corrective/preventive actions t...