{"id":2624417,"url":"https://alion.io/job/auxis-it-incident-manager","title":"IT Incident Manager","company":{"id":2615260,"name":"Auxis","domain":"auxis.com","url":"https://alion.io/company/auxis","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":84000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":611},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"ITSM","optional":true},{"name":"Jira","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-15T14:36:48Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T18:35:02Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nThe Incident Manager is responsible for managing the lifecycle of all incidents within Corporate IT services. This function ensures that normal service operation is restored as quickly as possible, minimizing the adverse impact on business operations and ensuring that agreed-upon levels of service quality are maintained.The Incident Manager will be responsible for coordinating, driving, and governing the ITIL Incident Management process across the organization. This is a highly collaborative, fast-paced role that acts as the primary point of escalation for major incidents. The position will also be responsible for maintaining incident management workflows, reporting on service-level agreement (SLA) compliance, and leading post-incident reviews to drive continuous service improvement.\nResponsibilities\n· Incident Lifecycle Management: Own and drive the end-to-end ITIL Incident Management process, ensuring all incidents are logged, categorized, prioritized, and resolved according to agreed SLAs.\n· Major Incident Management: Activate, lead, and facilitate \"Major Incident\" recovery bridges, coordinating internal technical teams and 3rd-party vendors to restore service quickly.\n· Stakeholder Communication: Draft and distribute timely, accurate communications to business units and executive leadership during major service disruptions.\n· SLA Compliance & Reporting: Monitor incident queues, track SLA compliance, and generate routine performance reports and dashboards for IT leadership.\n· Post-Incident Reviews (PIR): Lead PIRs for major incidents, ensuring root cause investigations are handed off to the Problem Management team and preventive actions are documented.\n· Continuous Improvement: Standardize and continuously improve incident management procedures, templates, and Knowledge Base articles to enable faster front-line resolution.\n· Staying up to date on relevant technologies and business processes.\nSkills and Experience\nEXPERIENCE\n3-5 years of experience in IT Service Desk, NOC, IT Support, or similar environments.\n\n2+ years of experience leading or coordinating major incidents and technical recovery efforts.\n\nExperience working in 24x7 IT operations and coordinating multiple technical teams during service disruptions is a plus.\n\nEDUCATION\nHigh School Diploma required.\n\nUniversity studies in Information Systems, IT, Project Management, or a related field are a plus.\n\nTECHNICAL COMPETENCIES\nStrong knowledge of ITIL Incident Management, with an understanding of Change and Problem Management.\n\nExperience using ITSM platforms such as ServiceNow, Jira Service Management, or HPSM.\n\nBroad understanding of infrastructure, cloud, networking, and application environments.\n\nITIL v4 Foundation certification or higher is highly desirable.\n\nPERSONAL COMPETENCIES\nConfident leader who can take ownership and coordinate teams during critical incidents.\n\nStrong communication skills, with the ability to turn complex technical situations into clear updates for technical and business stakeholders.\n\nAnalytical and solution-oriented, with the ability to quickly assess situations, identify workarounds, and drive resolution.\n\nComfortable making decisions and managing competing priorities in high-pressure environments.\n\nProactive, accountable, and organized, with strong attention to detail.\n\nAdaptable and quick to learn new technologies, processes, and business requirements.\n\nLANGUAGE SKILLS\nEnglish: B2+ or higher, with strong verbal and written communication skills.\n\nSpanish: Fluent, both written and spoken.","description_format":"text","description_chars":3555,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":2,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Technology","Professional Services","Office Management"],"lifecycle":[{"event":"open","at":"2026-10-15T14:36:48Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":20,"reasons":["conf:3","win:early"],"computed_at":"2026-10-15T21:48:05Z"},"pay":null,"html_url":"https://alion.io/job/auxis-it-incident-manager","json_url":"https://alion.io/job/auxis-it-incident-manager.json","meta":{"generated_at":"2026-10-15T21:48:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33055,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2615260},"rest":"https://alion.io/mcp/rest/get_company?id=2615260"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fauxis-it-incident-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fauxis-it-incident-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fauxis-it-incident-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/auxis-it-incident-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fauxis-it-incident-manager"}]}