IT Incident Manager (Trilingual)

About the role

Oceans Code Experts is hiring an IT Incident Manager for a hybrid, full-time consulting position (up to 40 hours per week, flexible core hours, fully remote). The role coordinates and manages major incidents so that services recover quickly with minimal disruption, and calls for strong ITIL Incident Management knowledge and experience with ITSM platforms. The consultant works with international clients and cross-functional teams.

Key responsibilities

• Lead and coordinate major incident management across multiple technical teams.
• Oversee the IT Service Desk and NOC during critical incidents.
• Communicate technical updates clearly to technical and business stakeholders.
• Assess incidents quickly to identify workarounds and drive timely resolution.
• Ensure adherence to ITIL best practices in Incident, Change and Problem Management.
• Facilitate training and knowledge sharing, and maintain incident and recovery documentation.
• Manage competing priorities and make decisions under pressure.

Required profile

• 3 to 5 years of experience in IT Service Desk, NOC, IT Support or similar environments.
• At least 2 years leading or coordinating major incidents.
• Advanced English, written and spoken; fluency in Spanish and Portuguese, written and spoken.
• ITIL v4 Foundation certification or higher is highly desirable.
• Nice to have: 24x7 IT operations background, project management background, quick adaptation to new technologies, strong analytical skills.

Required skills

• Strong knowledge of ITIL Incident Management principles.
• Experience with ITSM platforms such as ServiceNow, Jira Service Management or HPSM.
• Broad understanding of infrastructure, cloud, networking and application environments.