4 дня назад
Specialist - Incident Management
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Specialist - Incident Management (Critical Incident Management): Managing and resolving critical P1/P2 incidents impacting production systems with an accent on incident ownership, cross-functional coordination, stakeholder communication, and RCA governance. Focus on leading incident response bridges, coordinating patches and workarounds, analyzing recurring trends, and improving monitoring, reporting, and operational automation.
Location: Bogota, Colombia; hybrid remote/office environment with a 24x7 rotational/on-call model.
Company
provides modular software for the airline industry and supports more than 200 airlines through a global workforce and partnerships with AWS.
What you will do
- Own the full lifecycle of critical P1/P2 and high-visibility incidents, including prioritization, investigation, escalation, resolution, and closure.
- Lead Incident Response Teams across engineering, infrastructure, cloud, DevOps, support, vendors, and partner teams.
- Run incident bridge calls and coordinate production patches, workarounds, ownership, blockers, and follow-up actions.
- Communicate impact, scope, ETAs, progress, and resolution updates to customers and internal stakeholders through status pages, email, and bridge channels.
- Drive incident documentation, RCA governance, corrective actions, problem-management transitions, and audit-ready records in Zendesk, Jira, and RCA repositories.
- Analyze incident trends and improve monitoring, alerting, dashboards, reporting, automation, and operational processes.
Requirements
- Experience managing critical production incidents and high-priority operational issues within SLAs.
- Strong leadership and coordination skills for cross-functional incident response.
- Ability to assess impact, classify severity, manage escalations, and maintain accountability through resolution.
- Experience with stakeholder and customer communication, incident documentation, RCA, and corrective-action tracking.
- Availability to work in a 24x7 rotational/on-call model.
- Ability to work in a hybrid environment in Bogota, Colombia.
Culture & Benefits
- Open, creative, and intellectually challenging work environment.
- Flexible working hours.
- Hybrid remote/office working model.
- Work-life balance.
- Dynamic and multicultural environment.
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