We’re Hiring | Global Head of Incident Management | Remote | Guatemala - Peru - Colombia

🚨 We’re Hiring | Global Head of Incident Management
Are you an experienced Incident Management leader with a strong background in the BPO industry?We’re looking for a Global Head of Incident Management to lead and strengthen Incident Management operations across Colombia, Peru, and Guatemala.
🌎 Location: Colombia, Peru, or Guatemala🏠 Work Model: Hybrid💼 Contract: Full-time Contractor🗣️ English: C1 – Mandatory
What you’ll do:🔹 Lead the global Incident Management function across three countries🔹 Build and implement an Incident Management Center of Excellence (CoE)🔹 Lead Sev1/Sev2 major incident and crisis management🔹 Standardize ITSM/ITIL processes, tools, and best practices🔹 Drive SLA, MTTR and MTTA performance🔹 Lead distributed Incident Management teams🔹 Manage executive and client communications during critical incidents🔹 Drive Root Cause Analysis (RCA) and corrective action plans🔹 Partner with Operations, IT, Security, Quality, and technology vendors
What we’re looking for:✅ 10+ years of Incident Management/Operations experience in BPO✅ 3+ years leading regional or multi-country functions✅ Proven experience implementing a CoE or standardizing ITSM/ITIL processes✅ Strong experience with major incidents and crisis management✅ Experience with ServiceNow, Jira Service Management, Remedy, or similar ITSM platforms✅ Strong knowledge of SLA, MTTR and MTTA metrics✅ Experience leading distributed teams across LATAM✅ Bilingual Spanish/English – C1 English required⭐ ITIL v4 certification is highly valued⭐ Six Sigma, PMP, Crisis Management, or Business Continuity certifications are a plus
If you’re ready to lead Incident Management at a regional level and build a more standardized, scalable operation, we’d love to hear from you!

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