Job ID: JO1699

Location: Remote (Work@Home) Latam.

Schedule:  9:00 am to 6:00 pm CST, M-F except for USA National Holidays

Duration: Full-Time

Company Background:

 We are a software business on a mission to make telecom a breeze. We provide flexible software that modernizes how communication service providers (CSPs) do business, helping them drive more value, focus on customer experience, and scale their operations faster. 

We embrace a people-first philosophy rooted in respect, trust, and flexibility. We believe that whatever works best for our employees is what works best for us. The work we do genuinely changes lives. If this sounds exciting, we’d love to hear from you!

Job Overview 

As a Response Manager, you will be responsible for leading the company’s incident management process through to resolution while ensuring minimal disruption to IT service operations. Your role will involve monitoring, predicting, and preventing incidents, with the ultimate goal of maintaining service availability and performance at the highest possible levels.

You will collaborate closely with multi-functional teams, ensuring that all incidents are efficiently logged, categorized, and resolved, while also refining incident management protocols over time.

This role requires quick thinking, strong problem-solving skills, and the ability to remain composed during high-pressure situations. If you are passionate about operational excellence, problem resolution, and continuous service improvement: This role is for you.

Responsibilities & Duties:

• Oversee and maintain the incident management process to ensure efficiency and effectiveness.
• Act as a first responder to service incidents, identify the root cause, and initiate incident resolution processes on a 24/7 on-call basis.
• Prioritize incidents based on urgency and impact on the business.
• Log and track all incidents, analyzing patterns to identify recurring issues and develop long-term solutions.
• Continuously refine and improve incident management processes to optimize response times and minimize disruptions.
• Lead executive communications and status updates for major system incidents.
• Conduct learning reviews and generate Root Cause Analysis (RCA) documents for internal teams and customer-facing reports.
• Manage problem management processes, identifying underlying issues that cause incidents, coordinating the identification of root causes, and leading problem resolution efforts.
• Collaborate with cross-functional teams to implement corrective actions, ensuring that problems are resolved and recurrence is minimized.
• Participate in continuous improvement initiatives to prevent incidents and reduce the overall impact on service availability.

Required Skills:

• 2 to 4 years of experience in IT service management or a related role.
• Strong understanding of IT service management (ITSM) best practices.
• Experience working with IT monitoring tools such as Grafana, Zabbix, and Datadog.
• Excellent written communication skills—able to translate complex technical incidents into clear, concise updates for different audiences.
• Strong problem-solving ability, with a focus on problem-analysis methodologies.
• Experience managing highly available and fault-tolerant distributed systems.
• Strong documentation skills to develop Standard Operating Procedures (SOPs) and incident reports.

Education and Experience:

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or Equivalent work experience.

Nice to Have:

• Knowledge of problem management frameworks and practices.
• Experience with ITIL v3 or v4 certification.
• Technical expertise in supporting Linux/Unix systems and cloud-based environments.
• Basic knowledge of configuration management tools (e.g., Ansible, Puppet, Chef, SaltStack).
• Previous experience working in an agile environment.
• Basic understanding of Continuous Integration & Continuous Deployment (CI/CD) concepts and tools.