Chief Incident Resolution Specialist

hace 3 semanas


Cali, Valle del Cauca, Colombia Endava Limited A tiempo completo
About the Role

Endava Limited is a technology company 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 consult and partner with leading brands.

We are seeking an experienced Chief Incident Resolution Specialist to join our team. This role involves overseeing the resolution of IT incidents, ensuring minimal disruption to business operations. The successful candidate will coordinate with various teams, investigate root causes, and implement corrective actions to prevent future incidents.

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.
  • Experience working in the 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.
What We Offer
  • Competitive salary: £55,000 - £65,000 per annum.
  • Career development opportunities.
  • Global career opportunities.
  • Non-linear career paths.
  • Internal development programmes for management and technical leadership.
  • Complex projects.
  • Rotations.
  • Internal tech communities.
  • Training.
  • Certifications.
  • Coaching.
  • Online learning platforms subscriptions.
  • Pass-it-on sessions.
  • Workshops.
  • Conferences.
  • Hybrid work and flexible working hours.
  • Employee assistance programme.
  • Global internal wellbeing programme.
  • Access to wellbeing apps.
  • Global internal tech communities.
  • Hobby clubs and interest groups.
  • Inclusion and diversity programmes.
  • Events and celebrations.


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