Technical Service Delivery Lead

hace 3 semanas


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

Overview

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We are a leading technology company, harnessing innovation to drive meaningful change. Our teams combine world-class engineering with industry expertise and a people-centric mindset to create dynamic platforms and intelligent digital experiences.

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Job Summary\

We are seeking an experienced Incident Manager to oversee the resolution of IT incidents, ensuring minimal disruption to business operations.

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This role involves coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents.

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About You\

You will be responsible for receiving, logging, and classifying IT incidents, coordinating incident response teams, assigning tasks, and monitoring progress.

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  • 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.\
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In this role, you will maintain a comprehensive knowledge base of known issues and solutions, share knowledge with team members, generate incident reports and metrics, analyze data to identify trends and areas for improvement.

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Requirements\
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  • 4+ years of experience in IT service delivery.\
  • Experience working in delivery of similar ITIL aligned services to SLAs.\
  • Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.\
  • Excellent communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.\
  • Able to remain calm under pressure and possess diplomatic skills.\
  • Strong understanding of IT infrastructure and operations.\
  • Experience with incident management tools and methodologies (e.g., ITIL).\
  • Problem-solving and analytical skills.\
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Benefits\

We offer a competitive salary package, including a generous compensation range estimated at $85,000 - $110,000 per annum, depending on location and experience. Additionally, you will have access to our global benefits program, which includes:

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  • Career Development\
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    • Global career opportunities\
    • Non-linear career paths\
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  • Learning Opportunities\
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    • Complex projects\
    • Rotations\
    • Internal tech communities\
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  • Work-Life Balance\
    • \
    • Hybrid work arrangements\
    \


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