Incident Manager

hace 2 días

Santiago de Cali, Colombia Endava A tiempo completo

Company Description

Technology is our how. And people are our why. For over two decades, we have been harnessing technology to drive meaningful change.
By combining world-class engineering, industry expertise and a people-centric mindset, we consult and partner with leading brands from various industries to create dynamic platforms and intelligent digital experiences that drive innovation and transform businesses.
From prototype to real-world impact - be part of a global shift by doing work that matters.

Job Description

Service Delivery ensures the delivery of our services to our clients and from our clients to their customers. They define and shape the best processes and tools for the client to maintain and increase a product’s value and manage the relationship between the client and our operational services teams. We are responsible for organization and governance, service design, operational excellence, customer experience, and continuous service improvement.

In this area, the Incident Manager oversees the resolution of IT incidents, ensuring minimal disruption to business operations. This role involves coordinating with various teams, investigating root causes, and implementing corrective actions to prevent future incidents.

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: Works closely with clients around business continuity; participates in the planning and implementation of methods for risk management and impact analysis.
  • Service Improvement Management: Ensures Continual Service Improvement (CSI).
  • Participates in the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
  • Acts as a bridge between the client and internal operation managers.

Qualifications:

  • 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 programmes 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 programme;
  • Health: Global internal wellbeing programme, access to wellbeing apps;
  • Community: Global internal tech communities, hobby clubs and interest groups, inclusion and diversity programmes, events and celebrations.
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