Incident Management Associate (Full-Time)

About the role

The Incident Manager leads the end-to-end management of high-impact technology incidents, aiming to minimize business disruption, restore services swiftly, and support service improvement initiatives. This role acts as the central coordinator during major incidents, engaging cross-functional teams, stakeholders, and executive leadership.

Responsibilities

• Lead resolution of critical incidents based on operational and business priorities.
• Facilitate incident response activities, communication, and escalation.
• Coordinate cross-team efforts, monitor incident progress, and ensure process adherence.
• Conduct root cause analysis, trend identification, and recommend strategic improvements.
• Report on key metrics and support crisis management and business continuity activities.
• Mentor junior team members and promote automation and analytics adoption.

Requirements

• Bachelor’s degree in IT, Business, or related fields.
• 10+ years of incident management or IT operations experience.
• Proficiency with monitoring tools like Dynatrace, Splunk, and automation platforms.
• Strong understanding of ITIL, incident management, and enterprise environments.
• Excellent communication skills, including bilingual proficiency in English and Spanish.
• Leadership ability to manage high-pressure situations and coordinate diverse teams.

Schedule

This role requires participation in a 24x7 support model, including shifts, on-call rotations, and weekend coverage.