Incident Commander

Incident Commander
Location: Santiago, Chile — Remote / HybridExperience Level: 5-7 years · Senior
About the RoleLead major incident (P1/P2) resolution in a 24×7 IT operations environment. Coordinate war rooms during critical events, drive resolution with cross-functional resolver teams, and communicate to executive stakeholders under pressure.
Required Qualifications5-7 years leading major incidents in enterprise ITITIL 4 Specialist (Create, Deliver, Support) — mandatoryExcellent crisis leadership and communication under pressureHands-on with ITSM (ServiceNow), paging (xMatters), war rooms (Zoom/Teams)Retail, e-commerce, or financial services background preferred
Nice to HaveMajor Incident Management (MIM) certificationSRE / Reliability Engineering exposureObservability tools familiarity (Dynatrace, Grafana, OpenObserve)Prior experience with distributed follow-the-sun operations
Language Requirements• English: Advanced (C1) — required (international war rooms, executive comms)• Spanish: Native