Incident Manager

About the role

The Incident Manager is responsible for end‑to‑end handling of client‑escalated incidents, ensuring timely diagnosis, coordination with development teams, SLA compliance, and clear communication with the client.

Key responsibilities

• Monitor the incident service‑desk queue and guarantee first‑response within agreed timelines.
• Triaged and classify incidents by severity and impact, consolidating duplicates.
• Link incidents to known bugs, keep the knowledge base up‑to‑date, and associate tickets with development cards.
• Provide clear updates to the client’s help desk, including status, workarounds, and estimated resolution time.
• Follow incidents through to resolution, close tickets with documented cause and remedy, and verify SLA adherence.
• Report volume, recurrence, and timing metrics; identify recurring incidents to prioritize permanent fixes.

Required profile

• Degree in Computer Science, Information Systems, or related field (or equivalent proven experience).
• 2–3 years of experience in technical support, service desk, or incident management, preferably on web or mobile platforms.
• Experience with mission‑critical or high‑availability applications is a plus.
• Professional proficiency in Spanish; intermediate English is desirable.

Required skills

• Advanced use of Jira and Jira Service Management (queues, workflows, ticket linking, boards).
• Knowledge of ITIL service‑management framework (ITIL Foundation certification preferred).
• Familiarity with log analysis and preliminary diagnostics; experience with monitoring tools such as Dynatrace is a plus.
• Understanding of software development lifecycle and agile team collaboration.