Major Incident Manager

Incident Commander

Location: Santiago, Chile — Remote / Hybrid

Experience Level: 5-7 years · Senior

About the Role

Lead major incident (P1/P2) resolution in a 24×7 IT operations environment. Coordinate war rooms during critical events, drive resolution with cross-functional resolver teams, and communicate to executive stakeholders under pressure.

Required Qualifications

• 5-7 years leading major incidents in enterprise IT
• ITIL 4 Specialist (Create, Deliver, Support) — mandatory
• Excellent crisis leadership and communication under pressure
• Hands-on with ITSM (ServiceNow), paging (xMatters), war rooms (Zoom/Teams)
• Retail, e-commerce, or financial services background preferred

Nice to Have

• Major Incident Management (MIM) certification
• SRE / Reliability Engineering exposure
• Observability tools familiarity (Dynatrace, Grafana, OpenObserve)
• Prior experience with distributed follow-the-sun operations

Language Requirements

• English: Advanced (C1) — required (international war rooms, executive comms)

• Spanish: Native