About the role
At Cegeka, we are looking for an Incident Manager to help safeguard the quality, efficiency, and continuity of our infrastructure operations for a new major US client and project. In this role, you will oversee incident handling, ensure compliance with procedures and quality standards, and support teams in delivering a high level of customer satisfaction.
You will act as a key point of coordination between customers, internal teams, and operational stakeholders, ensuring that incidents are managed effectively, tickets are handled according to agreed standards, and service improvements are continuously identified.
What you will do:
Act as a second-line support point for customers, ensuring good service quality and a high level of customer satisfaction.
Monitor and guard the quality of tickets created by employees, ensuring compliance with internal standards, ISO/ISAE practices, and agreed procedures.
Review backlog tickets, alert-generated tickets, operational queues, and incident outputs to identify quality gaps and improvement opportunities.
Act as a SPOC for process,
operational, and documentation gaps, ensuring that issues are followed up and addressed properly.
Transfer and share knowledge with employees and other departments to ensure that relevant customer service information is collected, documented, and distributed.
Follow up day-to-day planning and operational questions within the team to help safeguard continuity within the department.
Motivate and guide employees so their competencies, skills, and know-how are used effectively within a well-functioning service department.
Stay up to date with evolutions in the field and continuously strengthen your knowledge to support a service based on current best practices.
Support incident and problem management activities by reviewing trends, recurring issues, and service quality outputs.
What you need to succeed:
Bachelor’s degree or equivalent relevant experience.
Minimum 2 years of relevant exper
📌 Incident Manager (Bogotá)
🏢 Cegeka
📍 Bogotá