Job Description
Important Information
Location: Bolivia
Work Mode: Hybrid
Job Summary
As a Senior Incident Manager (19994), you will be responsible for designing, developing, and maintaining high-quality software solutions. You will collaborate with cross-functional teams to understand business requirements and translate them into scalable and efficient software applications. Your role will involve leading technical projects, mentoring junior engineers, and continuously improving software development practices to ensure the delivery of robust and reliable software systems.
Responsibilities and Duties
- Lead major incident coordination across cloud (Azure) and on-premise environments, ensuring rapid triage, clear escalation paths, and timely service restoration
- Own service performance and reliability metrics (MTTR, SLA compliance, incident recurrence, stability trends), driving visibility and accountability across teams
- Facilitate structured post-incident reviews, ensuring root cause analysis, remediation tracking, and continuous improvement of operational processes
- Provide clear operational reporting and governance, delivering transparent service health insights to both technical teams and business stakeholders
Qualifications and Skills
- 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, incident trends, and recurrence rates
- Experience conducting post-incident reviews and driving root cause analysis (RCA) with actionable remediation plans
- Ability to manage ticket lifecycles, prioritization frameworks, and service governance processes
- Strong stakeholder communication skills, with the ability to provide structured updates during high-pressure incidents
- Experience producing operational reports and dashboards for both technical and executive audiences
- Highly organized, proactive, and confident in taking ownership of cross-functional service outcomes in complex environments
About Encora
Encora is a global company that offers Software and Digital Engineering solutions. Our practices include Cloud Services, Product Engineering & Application Modernization, Data & Analytics, Digital Experience & Design Services, DevSecOps, Cybersecurity, Quality Engineering, AI & LLM Engineering, among others.
At Encora, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.
