Incident Manager

Job Function

Services

The role

Incident Manager

Hybrid | Costa Rica

Do you enjoy bringing technical teams together to fix critical incidents fast?

The Incident Manager owns incident escalations from start to finish. This includes Major Incidents: critical disruptions that affect customers, cloud platforms, applications, infrastructure or managed services. The role leads cross-functional teams to restore service quickly, manages communications and makes sure each incident leads to lasting improvements. It suits someone who stays calm and leads well under pressure.

Key Responsibilities:

• Lead Major Incidents: Own all P1, Severity A and business-critical incidents. Declare Major Incidents, run the bridge calls and stay accountable until service is fully restored.
• Drive service restoration: Build and carry out restoration plans, prioritised by business impact. Coordinate resolver groups, cloud engineers and specialists, and escalate risks and roadblocks.
• Manage stakeholder communications: Plan and deliver timely, accurate updates to customers, executives and operational teams, in line with contractual obligations.
• Manage vendors and partners: Bring in strategic vendors such as Microsoft and AWS when needed, work with their escalation teams and hold them accountable for their performance.
• Own governance and continuous improvement: Document incidents in ServiceNow, produce Major Incident Reports, Post Incident Reviews (PIRs) and executive summaries, and monitor SLA and OLA compliance. Facilitate root cause analysis, follow corrective actions through to completion and help improve the incident processes.

What we need to see from you

• Experience in IT Service Management, Incident Management or Cloud Operations, including hands-on major Incident management.

• Working knowledge of Microsoft Azure, Microsoft 365, AWS or multi-cloud environments.
• Proven ability to coordinate technical teams across locations, with strong communication skills for customers and executives.
• Strong leadership under pressure, sound decision-making, problem-solving and a customer-focused mindset.

Nice to have: experience at a Managed Services Provider (MSP), ServiceNow, global enterprise customers or regulated industries, and vendor escalations such as Microsoft Premier/Unified Support. Certifications such as ITIL Managing Professional, Azure, AWS Cloud Practitioner, ServiceNow, SIAM, PRINCE2 or Agile are also a plus.

Why Join Our Team?

At SoftwareOne, you’ll be part of a global organization that fosters growth, innovation, and meaningful impact. Here, your professional development and well-being are a priority. Here are some of the benefits that set us apart:

• Comprehensive health and wellness program.
• Continuous learning and professional development opportunities.
• Performance-based incentives and participation in our employee stock program.
• Flexible and hybrid work models.
• Opportunity to contribute to projects with global reach.

Why SoftwareOne?

SoftwareOne is a global software and cloud solutions provider and distributor, powered by around 12,000 people across more than 70 countries. But what really makes us SoftwareOne is our people: curious minds, different perspectives, and talented teams working together to solve real challenges and create meaningful impact. Here, you’ll have the opportunity to grow, explore new possibilities, and build a career that’s uniquely yours, while helping shape what’s next in technology.

Accommodations

SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, E-Mail us at reasonable.accommodations@softwareone.com. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs, and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.

At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.