Incident Handler

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Lead and manage incident response initiatives, serving as the key point of contact upon detection within a 24/7 SaaS ecosystem.

• Collaborate with diverse teams, including engineers, product management, and support, utilizing and integrating tools such as JIRA, PagerDuty, New Relic, AWS, and Microsoft Teams for effective incident monitoring, management, and coordination.

• Propel teams to swiftly and effectively resolve incidents.

• Gain a comprehensive understanding of the software and infrastructure landscape to inform resolution strategies.

• Ensure that relevant stakeholders are engaged during active incidents to facilitate quick recovery.

• Clearly and effectively communicate with both internal and external stakeholders to provide updates and resolution strategies in a timely manner.

• Monitor and report uptime metrics to both internal and external audiences, fostering transparency regarding system reliability and performance.

• Organize and lead post-mortem sessions following significant incidents, documenting root causes, lessons learned, and actionable items, while ensuring follow-up on actions to guarantee implementation and prevent recurrence.

• Develop thorough post-incident reports (PIRs) and root cause analysis (RCA) documents detailing timelines, impacts, remediation steps, root causes, and preventive measures.

• Employ proactive strategies and tools aimed at minimizing risks and enhancing system resilience.

• Participate in on-call rotation.

⛳️ Requirements

• A minimum of 5 years of experience in managing critical incidents within SaaS environments, with foundational knowledge of Cloud environments, AWS, DevOps practices, or comparable technical operations.

• Previous experience in a similar capacity, ideally within a software or technology company, is highly desirable.

• Strong technical proficiency with a background in incident management and response.

• Demonstrated capability to lead teams towards rapid incident resolution.

• Comprehensive understanding of the modern software landscape, along with familiarity with JIRA and PagerDuty integrations.

• Exceptional written and verbal communication skills.

• Ability to thrive under pressure while effectively managing competing priorities.

• Strong communication and collaboration skills in the English language.

• Adopt an AI-first approach, utilizing tools to enhance productivity, decision-making, and daily operations.

• Foster a culture of AI experimentation by proactively exploring, adopting, and sharing relevant emerging tools.

• Incorporate AI tools into daily workflows to automate repetitive tasks, expedite outputs, and boost overall efficiency.

• Utilize AI-assisted tools for improved drafting, summarization, research, and data analysis tasks.

🏝️ Benefits

• Indefinite-term contract with all legal benefits included.

• Prepaid medical insurance.

• Life insurance and funeral assistance.

• Internet allowance.

• Home office stipend.

• Competitive salary — above the market average.

• Fully remote work environment promoting a healthy work-life balance.

• Opportunity to work with a rapidly growing global SaaS leader.

• A culture that encourages independence, innovation, trust, and accountability.

• Open environment for creativity, innovation, and strategic planning for the future.

• Mentorship from highly experienced professionals.

• Training budget available for employee development.

• 5 Personal Time Off days annually.

• Sick Leave Top-up to ensure 100% salary coverage from Day 3 to Day 90.

• Recognition Award, providing additional paid time off for each year of service.

• Enhanced vacation benefits starting at 5 years of service.

• Employee Assistance Program (EAP) - TELUS Health.