Incident Management & Service Assurance Lead (NOC / ITSM) @ Remote work

Ender-IT; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

Ender-IT is seeking an experienced Incident Management & Service Assurance Lead to oversee our NOC queue, manage critical incident escalations, and drive ITSM governance. This remote LATAM position focuses on maintaining high service availability and strong change control.

The role requires hands-on leadership in incident response, CMDB stewardship, and cross-functional collaboration with engineering teams. LATAM-wide remote work and enterprise-scale operations are expected.

Qualifications

• 5+ years in Incident Management, Service Assurance, or NOC Lead in enterprise IT.
• Strong ITIL knowledge across Incident, Problem, Change, CMDB.
• CMDB ownership and service mapping in enterprise platforms.

Responsibilities

• Monitor incident queues, SLAs, response times, and resolutions.
• Act as Incident Commander during major incidents; lead bridge calls.
• Conduct RCA and PIRs to prevent outages.
• Maintain CMDB accuracy and asset relationships.

Skills

ITSM Experience

ITIL Framework

CMDB Expertise

Operational Drive

Communication & Leadership

Tools

ServiceNow

BMC Helix

Freshservice

Job description

Incident Management & Service Assurance Lead (NOC / ITSM)

Remote work from anywhere in LATAM

12+ Months

Job Description:

We are seeking an experienced Incident Management & Service Assurance Lead to oversee our Network Operations Center (NOC) queue, manage critical incident escalations, and drive robust Service Management practices.

Unlike a tool administrator role, this is an operational, hands-on NOC & ITSM lead responsible for maintaining high system availability, driving Change Management governance, and keeping our Configuration Management Database (CMDB) accurate and actionable. You will act as the central point of contact for live operations, triage, high-priority incident management, and seamless escalation handling.

Key Responsibilities

1. Incident Management & Queue Monitoring

• Continuously monitor and triage incoming operational ticket queues, ensuring strict adherence to SLAs, response times, and resolution targets.
• Serve as the primary Incident Commander during major incidents (P1/P2), leading bridge calls, coordinating cross-functional engineering teams, and issuing clear stakeholder communications.
• Drive root-cause analysis (RCA) and Post-Incident Reviews (PIRs) to prevent recurring outages and drive continuous service improvement.

2. Service Assurance & NOC Operations

• Monitor real-time system alerts, service dashboards, and network/infrastructure telemetry to proactively identify and mitigate service degradation.
• Establish clear escalation matrices across Tier 1, 2, and 3 support teams, vendors, and executive leadership.
• Define and report on key operational metrics (MTTD, MTTR, SLA compliance, ticket volume trends).

3. Change Management & Governance

• Manage end-to-end Change Management workflows, reviewing, approving, and scheduling Normal, Standard, and Emergency Changes.
• Chair Change Advisory Board (CAB) meetings to evaluate change risk, assess business impact, and prevent change-induced incidents.
• Audit post-implementation results and rollback procedures to enforce operational stability.

4. CMDB & Asset Management

• Maintain ownership of the Configuration Management Database (CMDB), ensuring accurate discovery, mapping, and relationship tracking of Configuration Items (CIs).
• Utilize CMDB dependency mapping during incident triage and change risk assessments to predict potential downstream impacts.
• Partner with infrastructure and cloud teams to ensure all newly provisioned assets are properly cataloged and monitored.

Key Qualifications & Skills

• ITSM Experience: 5+ years of hands-on experience in Incident Management, Service Assurance, or NOC Lead roles within enterprise IT environments.
• Deep expertise in ITIL framework—specifically Incident Management, Problem Management, Change Management, and Configuration Management (CMDB).
• CMDB Expertise: Direct experience managing CI relationships, service mapping, and CMDB health in enterprise platforms (e.g., ServiceNow, BMC Helix, or Freshservice).
• Operational Drive: Proven track record in ticket queue oversight, bridge management, SLA enforcement, and handling high-stress production outages.
• Communication & Leadership: Strong command during critical incidents with the ability to articulate complex technical issues to both engineers and executive stakeholders.
• Certifications (Preferred): ITIL v3/v4 Foundation or Intermediate Certification.