IT Incident Resolution Specialist

hace 16 horas


Cali, Valle del Cauca, Colombia Endava Limited A tiempo completo

Endava Limited is a global leader in digital transformation services, harnessing 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 that transform businesses.

Service Delivery Excellence

Our Service Delivery team ensures the seamless delivery of our services to clients and their customers. We define and shape the best processes and tools for maintaining and increasing product value while managing relationships between clients and operational services teams. Key responsibilities include organization and governance, service design, operational excellence, customer experience, and continuous service improvement.

Incident Management Role

The IT Incident Manager plays a crucial role in overseeing the resolution of IT incidents, minimizing disruption to business operations. This involves 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.
  • Collaborate with relevant teams to implement changes improving system stability.

Knowledge Base Management:

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

Reporting and Analysis:

  • Generate incident reports and metrics.
  • Analyze data to identify trends and areas for improvement.
  • Participate in business continuity management with clients; assist in planning and implementing risk management methods and impact analysis.
  • Define countermeasures and contingency arrangements related to serious disruptions of IT services.
  • Serve as a bridge between clients and internal operation managers.
Requirements and Qualifications

To succeed in this role, you should possess:

  • At least 4 years of experience.
  • Experience in delivering similar ITIL-aligned services to SLAs.
  • A 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 to senior IT Managers and CIOs.
  • Highly efficient and well-organized, with demonstrable experience producing a range of written service delivery materials like 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.
  • A 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.
Compensation and Benefits

We offer a competitive salary package of $120,000 per annum, along with a share plan, company performance bonuses, value-based recognition awards, and a referral bonus. Additionally, you'll have access to career coaching, global career opportunities, non-linear career paths, internal development programs for management and technical leadership, complex projects, rotations, internal tech communities, training, certifications, coaching, online learning platforms subscriptions, pass-it-on sessions, workshops, and conferences.



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