TL;DR
Senior Incident Manager: Leading major incident coordination and driving service reliability across hybrid cloud (Azure) and on-premise environments with an accent on rapid triage, escalation paths, and timely service restoration. Focus on facilitating post-incident reviews, root cause analysis, and continuous improvement of operational processes.
Location: Hybrid, Peru
Company
Encora is a global company providing Software and Digital Engineering solutions across various domains like Cloud Services, AI & LLM Engineering, and Cybersecurity.
What you will do
- Lead major incident coordination across cloud (Azure) and on-premise environments, ensuring rapid triage and timely service restoration.
- Own service performance and reliability metrics (MTTR, SLA compliance, incident recurrence), driving visibility and accountability.
- Facilitate structured post-incident reviews, ensuring root cause analysis and continuous improvement of operational processes.
- Provide clear operational reporting and governance, delivering transparent service health insights to 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, and incident trends.
- Strong stakeholder communication skills, with the ability to provide structured updates during high-pressure incidents.
- Work mode: Hybrid in Peru.
Culture & Benefits
- Encora is a global company committed to an inclusive hiring process based solely on skills.