Postúlate en Kit Empleo: kitempleo.cl/empleo/1dcdhs

**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, they prioritize treating customers with respect and dignity while delivering an industry-leading return on investment. With experience in over 60 countries and supporting over 650 different types of financial obligations, they simplify 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 high-impact 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/impact-assessment and subsequent response-coordination of any Sev1 or high-impact Sev2 incidents escalated to them via internal C&R; teams, including mobilising 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 general support coverage of TDO and Support L1-L4 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 cross-functional capacity across multiple teams, identify and drive to closure any operational gaps with a particular focus on metrics, automation, cost/risk, performance, reliability and cloud best-practices.
- 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 and Monitoring 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 test-driven development and toolsets (Jira, Confluence) and interfacing with Product Development, Architecture and Engineering 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.

Postúlate en Kit Empleo: kitempleo.cl/empleo/1dcdhs

📌 IT Incident Manager / Tech Delivery Manager (Santiago)
🏢 Prometeo Talent
📍 Santiago