Incident Manager Engineer

The Incident Manager Engineer ensures the efficient resolution of IT service disruptions across our global B2B platform, minimizing business impact and maintaining high levels of service availability. This role coordinates technical teams during critical incidents, manages communication with external B2B customers and internal stakeholders, and drives continuous improvement in incident response practices.
Key Responsibilities
• Lead end-to-end incident response from detection through resolution for major incidents.
• Facilitate bridge calls with relevant technical teams during major incidents and potential critical issues.
• Maintain quality handling of Jira tickets from creation to closure with continuous follow-up.
• Maintain detailed incident records and ensure post-incident reviews (PIRs) are conducted to closure.
• Collaborate with Problem Management to identify root causes and recurring issues.
• Maintain awareness of production activities; understand the impact of deployments and changes on technical and business KPIs.
• Ensure concise, accurate, and timely incident advisories to senior management and B2B customers.
• Work closely with Service Desk, and Platform Engineering to identify issues requiring escalation to internal or third-party teams.
• Recommend updates to alert policies and rules in event management systems based on observed integrations and triggers.
• Provide detailed handover on issues and ongoing activities to the next shift.
Required Qualifications
• Bachelor\'s degree in Computer Science, IT, or a related technical field.
• 3+ years in Incident Management, Change Management, or Problem Management within complex global IT environments.
• Hands-on experience with ITIL methodologies and end-to-end support practices.
• Working knowledge of communication tools and platforms (Slack, Statuspage, MS Teams).
• Experience with incident management systems (Jira Service Management) and infrastructure / application monitoring tools (Grafana, New Relic, Datadog, Solarwinds, or equivalent).
• Excellent communication skills in English, written and spoken.
• Critical thinking and sound judgement under pressure.

Preferred
• ITIL v4 Foundation or higher certification.
• Experience in a follow-the-sun IT operation with multi-region coordination.
• Exposure to B2B customer environments with contractual SLA commitments.
• Experience with Statuspage or equivalent customer-facing status communication tooling.
• Familiarity with Confluence or comparable knowledge management platforms.
-Requerimientos- Educación mínima: Universidad
3 años de experiencia
Idiomas: Inglés
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