TL;DR
Senior Incident Manager: Leading major incident coordination across cloud (Azure) and on-premise environments with an accent on rapid triage, clear escalation paths, and timely service restoration. Focus on driving root cause analysis, remediation tracking, and continuous improvement of operational processes.
Location: Colombia. Hybrid work mode.
Company
Encora is a global company that offers Software and Digital Engineering solutions.
What you will do
- Lead major incident coordination across cloud (Azure) and on-premise environments, ensuring rapid triage, clear escalation paths, and timely service restoration.
- Own service performance and reliability metrics, driving visibility and accountability across teams.
- Facilitate structured post-incident reviews, ensuring root cause analysis, remediation tracking, and continuous improvement of operational processes.
- Provide clear operational reporting and governance, delivering transparent service health insights to both technical teams and business stakeholders.
Requirements
- 5+ years of experience in Service Operations, Incident Management, or IT Service Delivery roles.
- Proven experience leading major incident response efforts across multiple technical teams.
- Strong understanding of ITIL practices including Incident, Problem, and Change Management.
- Experience working in hybrid environments combining Microsoft Azure cloud services and on-premise infrastructure.
- Strong analytical skills with experience defining and tracking KPIs such as MTTR, SLA attainment, incident trends, and recurrence rates.
- Experience conducting post-incident reviews and driving root cause analysis (RCA) with actionable remediation plans.
Culture & Benefits
- Encora hires professionals based solely on their skills and does not discriminate.