Incident Management Specialist - Remote

Overview

We are tech transformation specialists, uniting human expertise with AI to create scalable tech solutions. With over 7,400 CI&Ters around the world, we’ve built partnerships with more than 1,000 clients during our 30 years of history. Artificial Intelligence is our reality.

In Short

• Act as the point of contact for critical incidents
• Drive triaging, coordination, troubleshooting, and resolution of incidents
• Manage troubleshooting meetings with stakeholders
• Send timely communications and register incident resolution details
• Negotiate with customers, internal teams, and vendors
• Escalate issues to senior leadership as necessary
• Ensure major incidents are resolved within client SLAs
• Manage escalations from execution to root cause resolution
• Availability for on-call schedule 24/7

Requirements

• English - Advanced or Fluent
• Solid understanding of IT environments and IT services
• Strong communication skills (verbal, written, interpersonal)
• Sense of ownership and self-driven
• Ability to evaluate risks and address mitigation approaches
• Ability to handle multitasking
• ITIL Foundation certification (desirable)

Benefits

• Health and dental insurance
• Meal and food allowance
• Childcare assistance
• Extended paternity leave
• Partnership with gyms and wellness professionals
• Profit Sharing and Results Participation
• Life insurance
• Continuous learning platform
• Discount club
• Free online well-being platform
• Partnerships with online learning platforms
• Language learning platform