Service Delivery Incident Manager

hace 6 días

Bogotá, Bogotá D.E., Colombia Endava Limited A tiempo completo
About the Role

At Endava Limited, we are committed to harnessing technology to drive meaningful change. As a Service Delivery Incident Manager, you will play a critical role in ensuring the delivery of our services to our clients and their customers.

This position involves coordinating with various teams to resolve IT incidents, investigating root causes, and implementing corrective actions to prevent future incidents. You will be responsible for maintaining a comprehensive knowledge base of known issues and solutions, sharing knowledge with team members to improve response times, and generating incident reports and metrics.

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.
  • Work closely with the client around business continuity; participate in the planning and implementation of methods for risk management and impact analysis.
  • 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 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.

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