Incident Manager

Funciones y/o responsabilidades

We are seeking an experienced Incident Manager to lead and coordinate the response to critical production incidents affecting Managed Services customers.

The role coordinates technical teams, customers, vendors, and management stakeholders, ensuring clear priorities, ownership, escalation, communication, and timely service restoration.

This is not a hands-on engineering role, but a strong technical foundation is required to understand complex incidents, identify risks and dependencies, challenge unclear information, and make informed decisions during critical situations.

Lead major incidents, bridges, and war rooms.

Coordinate technical teams and stakeholders.

Define priorities, actions, owners, and timelines.

Escalate blockers, risks, and resource constraints.

Provide clear customer and executive updates.

Track SLA compliance and incident documentation.

Support Post Incident Reviews (PIR), Root Cause Analysis (RCA), Problem Management, and continual service improvement.

Requisitos excluyentes

Required Experience

5+ years in IT Operations, Service Operations, IT Support, or ITSM.

Experience managing critical incidents in customer-facing environments.

Experience coordinating global, cross-functional teams.

Strong executive and customer communication skills.

Practical knowledge of ITIL, Major Incident Management, and Problem Management.

ITIL Foundation certification preferred.

Requisitos deseables

Technical Foundation

Experience in several of the following:

Linux, databases, SQL, APIs, and integrations.

Cloud, containers, virtualization, networking, and observability.

High-availability and distributed systems.

Telecommunications, BSS, OSS, billing, Oracle Database, or Oracle BRM.

Ability to interpret technical information, logs, metrics, and system behavior to facilitate incident coordination and resolution.

AI-enabled operational tools are an advantage.