Senior Incident Manager

Senior Incident Manager:
Leading major incident coordination and driving service reliability across hybrid cloud (Azure) and on-premise environments with an accent on rapid triage, escalation paths, and timely service restoration. Focus on facilitating post-incident reviews, root cause analysis, and continuous improvement of operational processes.

Location:

Hybrid, Peru

Encora is a global company providing Software and Digital Engineering solutions across various domains like Cloud Services, AI & LLM Engineering, and Cybersecurity.

• Lead major incident coordination across cloud (Azure) and on-premise environments, ensuring rapid triage and timely service restoration.
• Own service performance and reliability metrics (MTTR, SLA compliance, incident recurrence), driving visibility and accountability.
• Facilitate structured post-incident reviews, ensuring root cause analysis and continuous improvement of operational processes.
• Provide clear operational reporting and governance, delivering transparent service health insights to technical teams and business stakeholders.

• 5+ years of experience in Service Operations, Incident Management, or IT Service Delivery roles.
• Proven experience leading major incident response efforts across multiple technical teams.
• Strong understanding of ITIL practices including Incident, Problem, and Change Management.
• Experience working in hybrid environments combining Microsoft Azure cloud services and on-premise infrastructure.
• Strong analytical skills with experience defining and tracking KPIs such as MTTR, SLA attainment, and incident trends.
• Strong stakeholder communication skills, with the ability to provide structured updates during high-pressure incidents.
• Work mode:
  Hybrid in Peru.

• Encora is a global company committed to an inclusive hiring process based solely on skills.