Incident manager junior

Descripción del cargo

Requirements
Must have:
Proven experience managing high and critical incidents in IT environments
Strong understanding of ITIL and incident management best practices
Ability to monitor tickets, manage SLAs, and ensure timely completion of incidents
Experience mentoring and coaching teams to follow defined processes and reduce operational risk
Excellent communication and stakeholder management skills
Full-time availability for any critical or major incident situations
Nice to have:
Familiarity with project management practices and risk handling processes
Experience facilitating post-mortem meetings and driving process improvements
Responsibilities
Manage high and critical incidents, ensuring timely restoration and communication of activities
Oversee all incidents for timely completion and SLA compliance
Ensure adherence to defined processes and mentor team members to minimize operational risk
Coordinate team efforts on aging tickets, data quality, and issue resolution
Drive continuous improvement by enhancing efficiency and effectiveness of incident management processes
Liaise with other teams on projects, initiatives, and actions
Document meeting agendas, minutes, and track actions to closure
Facilitate post-mortem meetings and follow-up actions
Develop and update incident management processes and maintain documentation
Monitor tickets and take necessary actions to meet SLA targets
Manage user escalations for incidents and service requests
Prepare reports and initiate issue/risk handling processes as needed
Required Languages
English: Advanced (80–95%)
Location
Colombia – Remote
Hybrid modality available for residents in Bogotá and surrounding areas