AX-32 IT Incident Manager (Trilingue)

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• Position Title: AX-32 IT Incident Manager (Trilingue)
• Technologies: ITIL, ITSM platforms, Infrastructure, Cloud, Networking, Applications
• Locations Available: Costa Rica
• Job Mode: Full-time
• Work Mode: Hybrid

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 crucial role in coordinating and managing major incidents to ensure swift recovery and minimal disruption to services. This position requires a strong understanding of ITIL Incident Management and experience working with ITSM platforms. The ideal candidate will possess leadership qualities and a solution-oriented mindset to handle high-pressure situations effectively.

Job Responsibilities

• Lead and coordinate major incident management efforts across multiple technical teams.
• Oversee the IT Service Desk and NOC, ensuring efficient operations during critical incidents.
• Communicate technical updates clearly to both technical and business stakeholders.
• Assess incidents quickly to identify workarounds and drive timely resolution.
• Ensure adherence to ITIL best practices, specifically in Incident, Change, and Problem Management.
• Facilitate training and knowledge sharing within the team to improve incident handling.
• Maintain documentation related to incidents and recovery efforts for future reference.
• Manage competing priorities and make decisions in high-pressure situations.

Job Requirements

• 3 to 5 years of experience in IT Service Desk, NOC, IT Support, or similar environments.
• At least 2 years of experience in leading or coordinating major incidents.
• Strong knowledge of ITIL Incident Management principles.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management, or HPSM.
• Broad understanding of infrastructure, cloud, networking, and application environments.
• Advanced English proficiency, written and spoken.
• Fluency in Spanish and Portuguese, both written and spoken.
• ITIL v4 Foundation certification or higher is highly desirable.

Nice to Have

• Experience working in 24x7 IT operations.
• Background in Project Management or related fields.
• Proven ability to adapt to new technologies and processes quickly.
• Strong analytical skills with a solution-oriented approach.

Position Type and Expected Hours of Work

This is a full-time consulting position requiring up to 40 hours per week. Flexible core hours are available, and the position is hybrid mode.