IT Incident Manager Tech Delivery Manager Santiago Chile

About us

This company provides a software platform powered by AWS. This platform can be easily customized to help various clients including financial service providers debt collection agencies debt buyers telecommunication companies utility companies and others achieve better results when working with customers facing financial challenges. Importantly theyprioritize treating customers with respect and dignity while delivering an industryleading return on investment. With experience in over 60 countries and supporting over 650 different types of financial obligations theysimplify complex situations and create positive experiences for consumers.

Our Proposal

We are looking for an IT Incident Manager to work in the Cloud Operations area to organize the response to the different serious and highimpact incidents that arise. Your main objective will be to restore customer service by mobilizing and empowering the appropriate technical teams to evaluate and repair the issues. In addition you will be responsible for identifying any remedial gaps and driving continuous improvement.

Your responsibilities will be:

• Act as the focal point for initial priority/impactassessment and subsequent responsecoordinationof any Sev1 or highimpact Sev2 incidents escalated to them via internal C&R teams includingmobilising level 1 (Support) level 2 (Vendor for Infra Managed Service) level 3 (Cloud Ops) and level 4(Eng) teams according to the escalation framework.
• Ensure adequate global support coverage of TDO and Support L1L4 teams is maintained and clearly communicated internally including escalation routes.
• Participate in Emergency Change deployment decisions and execution logistics engaging appropriate stakeholders.
• Working in a crossfunctional capacity across multiple teams identify and drive to closure anyoperational gaps with a particular focus on metrics automation cost/risk performance reliability andcloud bestpractices.
• Frequently communicate with internal stakeholders senior management and clients.

Requirements

• Experience of 7 years in similar roles as IT Incident Manager / Tech Delivery Manager ideally in the financial sector.
• Experience in AWS services
• Experience in network connectivity
• Experience in cybersecurity practices
• Experience with Linux systems
• Experience with scripting andMonitoring tools
• Knowledge of Site Reliability Engineering and ITIL frameworks
• Leadership skills to influence teams and lead them to achieve objectives.
• Ability to remain calm and organize under pressure to identify analyze and find solutions to incidents.
• Strong written and verbal communication skills.
• Understanding of development methodologies including Scrum Agile Kanban and testdrivendevelopment and toolsets (Jira Confluence) and interfacing with Product Development Architecture andEngineering teams.
• Advanced English proficiency. You will work with international teams from all over the world

What do we offer

• Working as an employee
• Hybrid work: 3 days in the office in Santiago.