About Us
ChapinTech is a rapidly growing company that connects top Guatemalan talent with leading U.S.-based technology organizations. We are committed to building long-term success for both our clients and our employees by fostering a supportive and innovative work environment. Join us to work for dynamic, forward-thinking companies that are using technology to disrupt their industries and create meaningful impact.
Job Description
We are seeking an experienced and detail-oriented Incident Manager to join our growing team. You will play a pivotal role proactively managing and mitigating production incidents and outages to our mission critical, cloud-based SaaS microservices platform. You will actively triage and prioritize incidents, coordinate our response ensuring all teams and stakeholders are on the same page helping us resolve problems faster and minimize business impact. After incidents are resolved, you will lead post-mortem reviews to ensure we learn the right lessons to make our processes and systems more resilient and reliable.
Key Responsibilities
Design and refine an incident management process aligned with industry best practices to ensure rapid and effective incident response.
Actively monitor production systems, triage incidents, and escalate as needed to maintain timely resolutions.
Identify patterns in incidents to implement preventative measures, minimizing future occurrences.
Lead cross-team collaboration during incidents, ensuring swift resolution through coordinated efforts.
Provide timely updates to management, internal teams, and customers to keep all stakeholders informed.
Maintain clear documentation of incident procedures, including SOPs, escalation protocols, and incident reports.
Lead post-incident analyses to determine root causes and drive process improvements for increased resilience.
Continuously update practices based on the latest trends in incident management and reliability.
Qualifications
Proficient in English, with strong written and verbal communication skills for clear interaction with teams and stakeholders.
3+ years of incident management experience, ideally within a software or tech environment.
Solid understanding of ITIL framework or equivalent incident management practices.
Familiarity with incident management and monitoring tools (e.g., ServiceNow, PagerDuty, Jira) is preferred.
Demonstrated success in managing and resolving complex, high-impact incidents.
Excellent problem-solving and critical thinking abilities.
Capable of handling multiple incidents under pressure.
ITIL certification is a plus.
What We Offer
Competitive salary
Opportunity for professional growth and development
Supportive and collaborative work environment
Work in an innovative meritocratic organization