Incident Manager (Major Incidents)

About the role

SoftwareOne is hiring an Incident Manager in Costa Rica on a hybrid basis. The role owns major incidents from start to finish: critical disruptions affecting customers, cloud platforms, applications, infrastructure or managed services. It leads cross-functional teams to restore service quickly, manages communications and ensures each incident leads to lasting improvements.

Key responsibilities

• Own all P1, Severity A and business-critical incidents, declare them, run the bridge calls and stay accountable until service is fully restored.
• Build and execute restoration plans prioritised by business impact, coordinate resolver groups, cloud engineers and specialists, and escalate risks and roadblocks.
• Plan and deliver timely, accurate updates to customers, executives and operational teams in line with contractual obligations.
• Bring in strategic vendors such as Microsoft and AWS when needed, work with their escalation teams and hold them accountable.
• Document incidents in ServiceNow, produce Major Incident Reports, Post Incident Reviews (PIRs) and executive summaries, and monitor SLA and OLA compliance.
• Facilitate root cause analysis, follow corrective actions through to completion and help improve incident processes.

Required profile

• Experience in IT Service Management, Incident Management or Cloud Operations, including hands-on major incident management.
• Proven ability to coordinate technical teams across locations, with strong communication skills for customers and executives.
• Strong leadership under pressure, sound decision-making, problem-solving and a customer-focused mindset.

Required skills

• Working knowledge of Microsoft Azure, Microsoft 365, AWS or multi-cloud environments.
• Nice to have: MSP, ServiceNow, global enterprise or regulated industry experience, and vendor escalations such as Microsoft Premier/Unified Support.
• Certifications such as ITIL Managing Professional, Azure, AWS Cloud Practitioner, ServiceNow, SIAM, PRINCE2 or Agile are a plus.

What we offer

• Health and wellness program.
• Continuous learning and professional development.
• Performance-based incentives and an employee stock program.
• Flexible and hybrid work models.