Incident Management Specialist

🌐 Incident Management Specialist (Remote – Guatemala or Colombia)

Compensation: USD $2,000/month
Schedule:

• Monday to Friday: 5:00 PM – 12:00 AM (local time)

• Sunday: 7:00 AM – 2:00 PM

• Day off: Saturday

About the Role

We’re looking for an Incident Management Specialist to join our IT Shared Services team. This role is key to ensuring operational continuity, minimizing service disruptions, and restoring affected systems as quickly as possible. You’ll be part of a high-impact team that manages incidents across global environments, ensuring adherence to IT standards and security policies.

What You’ll Do

• Manage and respond to IT incidents promptly and effectively.

• Monitor, detect, and report anomalies that could impact system performance.

• Categorize incidents by severity and scope, ensuring proper prioritization.

• Maintain accurate and detailed incident records.

• Identify and suggest improvements in incident management processes.

• Ensure compliance with security standards and company policies.

Service Level Agreements (SLA):

• Priority 1 (Critical): 10 minutes

• Priority 2 (High): 15 minutes

• Priority 3 (Medium): 30 minutes

• Priority 4 (Low): 1 hour

What We’re Looking For

Education:

• Bachelor’s degree or completed coursework in Systems Engineering, Computer Science, Information Technology, or related field.

Experience:

• 2+ years of experience in Incident Management, Technical Support, Networking, Servers, Helpdesk, or Team Leadership roles.

Technical Skills:

• Incident Management (Intermediate–Advanced)

• ITIL practices (Basic–Intermediate)

• Computer Networks and IT Systems (Windows, Linux, Servers, Databases, Network Equipment)

• Authentication Systems, IDS, and SIEM tools

Certifications (Preferred):

• ITIL (Required)

• ISO, CompTIA Security+, or Risk Management courses (Desirable)

Languages:

• Advanced English (B2–C1)

Other Requirements:

• Stable internet connection (minimum 30 Mbps)

• Availability to work the stated schedule

🎯 Perks & Benefits

• 💻 100% Remote position (from Guatemala or Colombia)

• 💵 Monthly payments via Deel.com

• 🌴 15 days of Paid Time Off (PTO)

• 🇺🇸 US Holidays off

• 🎓 Pluralsight Annual Membership for continuous learning and certifications

How to Apply

If you’re passionate about maintaining uptime, solving complex incidents, and ensuring smooth IT operations — we’d love to meet you!