AX-33 IT Incident Manager (Trilingue)

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• Position Title: AX-33 IT Incident Manager (Trilingue)
• Technologies: ITIL, ServiceNow, Jira Service Management, HPSM
• Locations Available: Costa Rica
• Job Mode: Full-time
• Work Mode: 100% Remote

Company Introduction

Oceans Code Experts is looking for talented individuals who are ready to take the next step in their careers. We offer a collaborative professional environment filled with rewarding experiences, exciting technical challenges, and opportunities for continuous growth. Our consultants work with international clients, contribute to impactful projects, and collaborate with highly skilled cross-functional teams.

Job Summary

The IT Incident Manager will play a critical role in ensuring seamless IT operations by leading and coordinating incident response efforts. This position requires expertise in ITIL practices and experience in managing major incidents in a 24x7 operational environment. The ideal candidate will demonstrate strong leadership abilities and technical acumen across various IT domains.

Job Responsibilities

• Lead and coordinate major incident management efforts to restore service as quickly as possible.
• Ensure effective communication with stakeholders during incidents, providing clear updates and status reports.
• Work collaboratively with technical teams to diagnose and resolve service disruptions.
• Utilize ITSM tools to track incidents and manage workflows efficiently.
• Develop and maintain documentation related to incident management processes.
• Conduct post-incident reviews to identify improvements and prevent future occurrences.
• Train and mentor team members on incident management best practices.
• Monitor service performance and identify trends to proactively address potential issues.

Job Requirements

• 3 to 5 years of experience in IT Service Desk, NOC, IT Support, or similar environments.
• At least 2 years of experience leading or coordinating major incidents and technical recovery efforts.
• Strong knowledge of ITIL Incident Management, with an understanding of Change and Problem Management.
• Experience using ITSM platforms such as ServiceNow, Jira Service Management, or HPSM.
• Advanced English proficiency, written and spoken.
• Fluent in Spanish and Portuguese, both written and spoken.
• Ability to manage competing priorities in high-pressure environments.
• Proactive, organized, and detail-oriented with strong analytical skills.

Nice to Have

• University studies in Information Systems, IT, Project Management, or a related field.
• ITIL v4 Foundation certification or higher.
• Broad understanding of infrastructure, cloud, networking, and application environments.
• Experience working in 24x7 IT operations.

Position Type and Expected Hours of Work

This is a full-time consulting position, expected to work up to 40 hours per week. The work schedule is flexible with core hours, and the position is fully remote.