Remote NOC Incident & Service Assurance Lead

Ender-IT; United States; À distance; USD 110 000 - 170 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

ITSM Experience

ITIL Framework

CMDB Expertise

Operational Drive

Communication & Leadership

Outils

ServiceNow

BMC Helix

Freshservice

Description du poste

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.