IT Incident Manager: Major Incident Response Lead

Auxis; Bogotá; Presencial; COP 120.000.000 - 150.000.000; Jornada completa

Descripción de la vacante

Auxis in Bogotá, Colombia, seeks an experienced Incident Manager to oversee the ITIL incident lifecycle across Corporate IT services. You will coordinate, drive, and govern incident management, acting as the primary escalation point for major incidents and driving continuous service improvement.

The role requires strong communication, cross-functional leadership, and hands-on ability to coordinate multiple technical teams during service disruptions, with a focus on restoring normal operations

Formación

• 3–5 years in IT Service Desk or similar environments.
• 2+ years coordinating major incidents and technical recovery.
• Experience in 24x7 IT operations and coordinating multiple teams is a plus.

Responsabilidades

• Own end-to-end ITIL Incident Management process and lifecycle.
• Lead Major Incident recovery bridges with cross-functional teams.
• Draft timely, accurate communications to business units during disruptions.
• Monitor SLA compliance and generate routine performance reports and dashboards.
• Lead Post-Incident Reviews to drive root cause and preventive actions.
• Standardize incident management procedures and Knowledge Base articles for faster resolution.
• Stay up-to-date on technologies and business processes.

Conocimientos

Incident management

Major incidents

Stakeholder comms

Leadership

Analytical thinking

Educación

High School Diploma

Info Systems/IT/PM studies

ITIL v4 Foundation

Herramientas

ServiceNow

Jira Service Management

HPSM

Descripción del empleo

Auxis in Bogotá, Colombia, seeks an experienced Incident Manager to oversee the ITIL incident lifecycle across Corporate IT services. You will coordinate, drive, and govern incident management, acting as the primary escalation point for major incidents and driving continuous service improvement.

The role requires strong communication, cross-functional leadership, and hands-on ability to coordinate multiple technical teams during service disruptions, with a focus on restoring normal operations