IT Incident Manager: Major Incident Response Lead

Auxis; Bogotá; Presencial; COP 80.000.000 - 120.000.000; Jornada completa

Descripción de la vacante

Auxis in Bogotá, Colombia is seeking an experienced Incident Manager to own the lifecycle of ITIL incidents and restore services quickly while preserving SLA integrity.

You will coordinate major incident recovery across internal teams and third-party vendors, draft timely communications, and drive post-incident reviews for continuous improvement. This role operates in a fast-paced, 24x7 environment requiring strong leadership and communication skills.

Formación

• 3–5 years in IT service desk, NOC, or IT support environments.
• 2+ years leading major incidents and technical recovery.
• Experience in 24x7 IT operations and coordinating multiple teams is a plus.
• High School Diploma; university studies in IS/IT/PM are a plus.
• ITIL v4 Foundation certification or higher is desirable.

Responsabilidades

• Own and drive end-to-end ITIL Incident Management processes.
• Activate and coordinate major incident recovery bridges with internal teams and vendors.
• Draft and distribute communications to business units during incidents.
• Monitor queues, SLA compliance, and generate performance reports.
• Lead PIRs, hand off RCA to Problem Management, document preventive actions.
• Standardize procedures, templates, and knowledge base for faster resolution.
• Stay up-to-date with technologies and business processes.

Conocimientos

ITIL Incident Management

Leadership

Communication

Analytical Thinking

Problem solving

Educación

High School Diploma

University studies in Information Systems/IT/PM

Herramientas

ServiceNow

Jira Service Management

HPSM

Descripción del empleo

Auxis in Bogotá, Colombia is seeking an experienced Incident Manager to own the lifecycle of ITIL incidents and restore services quickly while preserving SLA integrity.

You will coordinate major incident recovery across internal teams and third-party vendors, draft timely communications, and drive post-incident reviews for continuous improvement. This role operates in a fast-paced, 24x7 environment requiring strong leadership and communication skills.