Incident Management Specialist

hace 1 mes

Cali, Valle del Cauca, Colombia Endava A tiempo completo

Job Title: Incident Manager

At Endava, we are harnessing technology to drive meaningful change. Our team is responsible for delivering services to our clients and their customers, ensuring minimal disruption to business operations. We are seeking an Incident Manager to oversee the resolution of IT incidents, coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents.

Key Responsibilities:

  • Incident Management:
    • 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.
  • Problem Management:
    • 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.
  • Business Continuity Management: Work closely with clients around business continuity, participating in the planning and implementation of methods for risk management and impact analysis.
  • Service Improvement Management: Ensure Continual Service Improvement (CSI).
  • Participate in the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
  • Act as a bridge between the client and internal operation managers.

Requirements:

  • 4+ years of experience.
  • Experience working 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.
  • Highly efficient and well-organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
  • 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.

Additional Information:

Discover some of the global benefits that empower our people to become the best version of themselves:

  • Finance: Competitive salary package, share plan, company performance bonuses, value-based recognition awards, referral bonus.
  • Career Development: Career coaching, global career opportunities, non-linear career paths, internal development programs for management and technical leadership.
  • Learning Opportunities: Complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, conferences.
  • Work-Life Balance: Hybrid work and flexible working hours, employee assistance program.
  • Health: Global internal wellbeing program, access to wellbeing apps.
  • Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programs, events and celebrations.

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