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OverviewCaseware is a Fintech company with a long history in the audit and accounting software industry.

We are seeking a proactive, calm-under-pressure Incident Commander to manage incident response within our SaaS operations.

In this role, you'll serve as the authoritative voice during incidents, steer resolution, ensure effective communication across teams, perform root cause analysis (RCA), and ensure clear post-incident documentation for internal teams and customers.Location: This is a fully remote position located in Colombia.

Contact: Maira Russo - Senior Talent Acquisition PartnerResponsibilitiesInitiate and oversee incident response efforts, acting as the primary bridge upon detection within a 24/7 SaaS environment.Collaborate with cross-functional teams including engineers, product management, and support.

Leverage and implement integrations in tools such as JIRA, PagerDuty, New Relic, AWS, and Microsoft Teams to monitor, manage,



and coordinate incident handling.Drive teams to resolve incidents quickly and efficiently.Understand the software and infrastructure landscape to guide resolution strategies.Ensure appropriate stakeholders are involved in active incidents to support rapid recovery.Communicate clearly with internal and external stakeholders to provide timely updates and resolution plans.Track and report uptime metrics to internal and external audiences, promoting transparency in system reliability and performance.Coordinate and lead post-mortem sessions after significant events.

Document root causes, lessons learned, and actionable items; follow up on actions to ensure implementation and prevent recurrence.Create comprehensive post-incident (PIRs) and RCA documents outlining timeline, impact, remediation, root cause, and preventive steps.Implement proactive strategies and tools to reduce risks and strengthen system resilience.On-call rotation.Qualifications5+ years of experience managing critical incidents in SaaS environments.

Prior knowledg

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1at2bn

📌 Incident Handler (Medellín)
🏢 Empresa reconocida
📍 Medellín