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
📌 Major Incident Manager (Chile)
🏢 NULogic
📍 Chile
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