Incident Manager-English & Portuguese Required

We are looking for an experienced Incident Manager to lead the resolution of high-impact technical and operational incidents. This role requires strong leadership, communication, and problem-solving skills to ensure incidents are managed efficiently and business impact is minimized, while acting as the incident commander during high-severity events and ensuring structured communications with all stakeholders In addition, this position owns and continuously improves the overall Incident Management process, ensuring alignment with ITIL, COBIT 2019, and company governance frameworks.

• Own the Incident Management process across the organization, ensuring it is documented, maintained, and optimized according to ITIL v4 and COBIT 2019 best practices.
• Lead the Major Incident Management process for outages and high-severity incidents, following established governance and escalation procedures, covering the end-to-end view of critical incidents, ensuring timely resolution within agreed SLAs.
• Coordinate technical teams, business stakeholders, and external partners to investigate, diagnose, and resolve incidents within agreed SLAs. Serve as the main point of contact for technical teams, business stakeholders, and external partners during incidents.
• Maintain transparent and timely communication throughout the incident lifecycle, including executive-level updates.
• Conduct post-incident reviews (PIR) and root cause analysis (RCA), ensuring preventive measures are defined and tracked. Identify trends and drive proactive measures to reduce recurrence..
• Ensure adherence to IT Service Management (ITSM) processes and company policies.
• Define, review, and update Incident Management policies, workflows, and escalation paths for continuous improvement.

• Participate in a 24x7 on-call rotation or be available for escalation during critical incidents.

• Language Skills: Minimum B2+ level (CEFR) in English, Spanish, and Portuguese – both spoken and written.
• Experience: Minimum 3–5 years in Incident Management, IT Service Desk, or a similar IT service role.
• Bachelor’s degree in IT, Engineering, or a related field (or equivalent professional experience).
• Demonstrated experience as a process owner for Incident Management, including policy creation, KPI monitoring, and process optimization.
• Strong analytical, problem-solving and decision-making under pressure abilities.
• Excellent coordination and stakeholder management skills, including executive leadership.
• Familiarity with ITIL v4 and COBIT 2019 frameworks and their application in operational and governance contexts.
• Certifications (preferred): ITIL® 4 Managing Professional, or ITIL® 4 Intermediate certifications such as “Create, Deliver & Support” or “Drive Stakeholder Value”. ITIL® 4 Foundation is accepted if combined with a proven process of ownership experience.
• Experience with ITSM tools such as ServiceNow, JIRA, or similar (preferred).

• Ability to manage multiple priorities in a fast-paced environment.

Willingness to work outside normal business hours for major incidents or on-call rotations.