We are looking for an Incident Manager to lead and govern the ITIL Incident Management process across Corporate IT services.

This role is responsible for restoring normal service operation as quickly as possible, minimizing business impact, and maintaining agreed service quality levels. As the primary escalation point for major incidents, you will coordinate technical teams, vendors, and stakeholders during high-priority outages while driving continuous service improvement.

What You'll Do

- Own and drive the end-to-end ITIL Incident Management process, ensuring incidents are logged, categorized, prioritized, and resolved within agreed SLAs.
- Activate and lead Major Incident recovery bridges, coordinating internal technical teams and third-party vendors to restore services quickly.
- Provide clear, timely, and accurate status communications to business units and executive stakeholders during major service disruptions.
- Monitor incident queues, track SLA compliance, and prepare performance reports and dashboards for IT leadership.
- Lead Post-Incident Reviews (PIRs) for major incidents and ensure root cause investigations and preventive actions are transitioned to Problem Management.
- Analyze incident trends and anomalies to identify workarounds and opportunities for service improvement.
- Standardize and continuously improve incident procedures, templates, workflows, and Knowledge Base articles to support faster resolution.





- Maintain incident management workflows and stay current with relevant technologies and IT processes.

What We're Looking For

- 3–5 years of experience in an IT Service Desk, NOC, IT Support, or related environment, including at least 2 years in a dedicated Incident Coordination or Incident Management role.
- Demonstrated experience managing Major Incidents and leading cross-functional technical recovery teams in high-pressure situations.
- Strong practical knowledge of ITIL Incident Management and its relationship with Change and Problem Management. ITIL v4 Foundation or higher is highly desirable.
- Hands-on experience managing incident workflows in ServiceNow, Jira Service Management, HPSM, or similar ITSM tools.
- Broad technical understanding of infrastructure, cloud, networking, and application environments.
- Strong crisis management, leadership, communication, decision-making, and problem-solving skills.
- Ability to translate complex technical issues into clear, business-friendly communications.
- High sense of urgency, strong attention to detail, and ability to multitask in fast-paced, high-pressure environments.
- High school diploma required. University studies in Information Systems, Project Management, Process Improvement, or a related field are a plus.
- Self-motivated, adaptable, proactive, and able to work independently.

Language Requirements

- English: B2+ or higher / 85%+ oral and written proficiency.

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? Incident Manager (Bogotá)
? Auxis
? Bogotá

📌 Incident Manager (Bogotá)
🏢 Empresa líder
📍 Bogotá