Incident Manager

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

📋 Description

• Oversee the entire incident management process from identification to resolution, ensuring prompt service restoration.

• Facilitate incident bridges and coordinate with various technical teams and service partners during active incidents.

• Manage communications with customers and internal stakeholders throughout the incident lifecycle, adhering to established communication plans.

• Accurately and consistently evaluate incident priorities, impacts, and escalations.

• Conduct post-incident reviews, documenting root causes, actions taken, and opportunities for improvement.

• Collaborate with Problem Management to initiate in-depth root cause analyses when necessary.

• Track incident trends and metrics to pinpoint recurring issues and identify service enhancement opportunities.

• Ensure adherence to IT Service Management (ITSM) processes and strive for continuous improvement in incident management execution.

⛳️ Requirements

• Experience working within ITSM frameworks and incident management processes.

• Practical experience with ITSM tools like ServiceNow or similar platforms.

• Ability to lead and coordinate cross-functional technical teams during high-impact incidents.

• Proven experience in managing customer communications during service outages.

• Familiarity with formal troubleshooting and root cause analysis techniques.

• Capacity to handle multiple incidents, priorities, and stakeholders simultaneously.

• Experience documenting incidents, actions, and outcomes in organized systems.

• ITIL Foundation certification v3 or v4 or higher (preferred).

• Experience in supporting large-scale or enterprise customer environments (preferred).

• History of facilitating post-incident reviews and implementing corrective actions (preferred).

• Ability to navigate ambiguity while maintaining structured decision-making (preferred).

• Experience managing expectations of executive or senior stakeholders during critical incidents (preferred).

🏝️ Benefits

• Flexible, supportive environment.

• Be Well programs that promote financial, mental, physical, and social health.