Incident Manager

Incident Manager

Location: Santiago, Chile — Remote / Hybrid

Experience Level: 3-5 years · Mid-Level

About the Role

Manage the full incident lifecycle in a 24×7 IT operations team. Coordinate resolver teams, communicate incident status to stakeholders, maintain quality documentation, and contribute to knowledge base and continuous improvement.

Required Qualifications

• 3-5 years in incident management, IT service operations, or ITSM
• ITIL 4 Foundation (mandatory); Specialist preferred
• Hands-on with ServiceNow, xMatters or equivalent ITSM platforms
• Strong written and verbal communication skills
• Retail or e-commerce operations experience preferred
• Willing to work rotating shifts including some weekends

Nice to Have

• Six Sigma / process improvement background
• Basic SQL or scripting skills (Python, PowerShell)
• Exposure to observability tools

Language Requirements

• English: Intermediate-Advanced (B2+ / C1) — required (bilingual esculent for this role)

• Spanish: Native