Digital Incident Management Specialist

hace 2 días


Bogotá, Bogotá D.E., Colombia Endava Limited A tiempo completo

About Endava Limited

We are a technology consulting firm that harnesses technology to drive meaningful change. With over two decades of experience, we combine world-class engineering, industry expertise, and a people-centric mindset to create dynamic platforms and intelligent digital experiences for leading brands.

Job Overview

We are seeking a highly skilled Digital Incident Management Specialist to join our team. As an Incident Manager, you will oversee the resolution of IT incidents, ensuring minimal disruption to business operations. Your key responsibilities will include coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents.

Key Responsibilities:

  • Receive, log, and classify IT incidents
  • Coordinate incident response teams, assigning tasks and monitoring progress
  • Conduct root cause analysis to identify underlying issues
  • Implement corrective actions to prevent recurrence
  • Update stakeholders on incident status and resolution
  • Identify recurring incidents and develop preventive measures
  • Work with relevant teams to implement changes to improve system stability

Knowledge Base Management:

  • Maintain a comprehensive knowledge base of known issues and solutions
  • Share knowledge with team members to improve response times

Reporting:

  • Generate incident reports and metrics
  • Analyze data to identify trends and areas for improvement

The ideal candidate will have 4+ years of experience in delivering similar ITIL-aligned services to SLAs. A working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting is essential. Excellent written and spoken English, as well as strong communication skills, are also required.

Requirements:

  • 4+ years of experience in delivery of similar ITIL aligned services to SLAs
  • Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting
  • Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs
  • Excellent written and spoken English
  • Able to write clear and articulate reports
  • Diplomatic and able to remain calm under pressure
  • Strong understanding of IT infrastructure and operations
  • Experience with incident management tools and methodologies (e.g., ITIL)
  • Problem-solving and analytical skills
  • Knowledge of scripting languages (e.g., Python, Bash) is a plus

Salary: $85,000 - $110,000 per annum, depending on location and experience



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