IT Incident Commander: Fast, Cross-Team Recovery Leader

Auxis LLC; Bogotá; On-site; COP 60,000,000 - 90,000,000; Full time

Job summary

Auxis LLC is seeking an Incident Manager to oversee the ITIL Incident Management lifecycle across Corporate IT services. You will coordinate major incidents, drive rapid restoration of services, and report on SLA compliance while leading post-incident reviews to foster continuous improvement.

The role requires 3–5 years in IT support or NOC environments, experience coordinating multiple teams, and strong ITIL knowledge. Fluency in English and Spanish is expected for stakeholder communication.

Qualifications

• Experience in ITIL Incident Management and coordinating major incidents.
• Experience working in 24x7 IT operations and coordinating multiple teams.
• Understanding of Change and Problem Management is desirable.

Responsibilities

• Own and drive the end-to-end ITIL Incident Management process and ensure SLA adherence.
• Activate and coordinate major incident recovery; work with internal teams and vendors.
• Draft timely communications to business units and executives during outages.
• Monitor SLA compliance and generate performance reports for IT leadership.
• Lead post-incident reviews and drive preventive actions with Problem Management.
• Standardize procedures, templates, and knowledge for faster resolution.

Skills

ITIL Incident Management

Team leadership

Communication

Analytical thinking

Decision making under pressure

Education

High School Diploma

University studies in Information Systems or related field

Tools

ServiceNow

Jira Service Management

HPSM

Job description

Auxis LLC is seeking an Incident Manager to oversee the ITIL Incident Management lifecycle across Corporate IT services. You will coordinate major incidents, drive rapid restoration of services, and report on SLA compliance while leading post-incident reviews to foster continuous improvement.

The role requires 3–5 years in IT support or NOC environments, experience coordinating multiple teams, and strong ITIL knowledge. Fluency in English and Spanish is expected for stakeholder communication.