Trilingual IT Incident Lead: Major Incident Recovery

Auxis LLC; Bogotá; On-site; COP 100,440,000 - 133,920,000; Full time

Job summary

Auxis LLC is seeking an Incident Manager to oversee the lifecycle of incidents within Corporate IT services, ensuring rapid restoration of normal operations and adherence to agreed SLAs. You will coordinate major incident recovery, drive post-incident reviews, and provide clear updates to leadership.

The role requires 3–5 years in IT service environments, 2+ years leading major incidents, and familiarity with 24x7 operations. ITIL knowledge and ITSM tool experience are essential.

Qualifications

• 3-5 years of experience in IT Service Desk, NOC, IT Support, or similar environments.
• 2+ years of experience leading or coordinating major incidents and technical recovery efforts.
• Experience working in 24x7 IT operations and coordinating multiple technical teams during service disruptions is a plus.
• High School Diploma required; University studies in IT or related field are a plus.

Responsibilities

• Own and drive the end-to-end ITIL Incident Management process, ensuring all incidents are logged, categorized, prioritized, and resolved according to SLAs.
• Activate, lead, and facilitate Major Incident recovery bridges with internal teams and vendors to restore service quickly.
• Draft and distribute timely, accurate communications to business units and executive leadership during major service disruptions.
• Monitor incident queues, track SLA compliance, and generate routine performance reports for IT leadership.
• Lead Post-Incident Reviews (PIR) to drive continuous service improvement and preventive actions.

Skills

ITIL Incident Mgmt

Stakeholder communication

Leadership

Education

High School Diploma

Information Systems/IT studies

Tools

ServiceNow

Jira Service Management

HP Service Manager

Job description

Auxis LLC is seeking an Incident Manager to oversee the lifecycle of incidents within Corporate IT services, ensuring rapid restoration of normal operations and adherence to agreed SLAs. You will coordinate major incident recovery, drive post-incident reviews, and provide clear updates to leadership.

The role requires 3–5 years in IT service environments, 2+ years leading major incidents, and familiarity with 24x7 operations. ITIL knowledge and ITSM tool experience are essential.