Major Incident Manager

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

📋 Description

• Ensure that customers receive exceptional service within a contractual framework.

• Motivate and lead a team of specialists to deliver top-tier IT services.

• Align solutions with the changing business requirements of customers.

• Suggest and implement customized solutions to surpass customer expectations.

• Build strong relationships with customers and collaborate closely with Delivery Partners.

• Provide both technical and managerial support for field engineers and technicians.

• Effectively resolve incidents, problems, changes, and escalations.

• Collaborate in the creation, design, deployment, and maintenance of reliable systems and services.

• Influence the technological direction of the organization through effective leadership.

⛳️ Requirements

• Over 5 years of experience in leading delivery teams and providing quality services to customers.

• Strong understanding of Kyndryl competencies, managed platforms, IT services, and technology vendors.

• Proven experience in managing teams through incident, problem, and change management, along with root cause analysis.

• Ability to collaborate with Delivery Partner(s) and work alongside SREs to achieve positive customer results.

• Hands-on knowledge of AIOps, with a focus on automation and innovation.

• Well-prepared for direct and ongoing interaction with customers.

• A compassionate and empowering delivery resource manager who promotes growth.

🏝️ Benefits

• Flexible and supportive work environment.

• Be Well programs aimed at enhancing financial, mental, physical, and social health.

• Opportunities for professional growth and development.