Remote Technical Incident Manager

Summary

Join Toolbox as a Technical Incident Manager to serve customers through strong implementation skills, technical expertise, and analytical capabilities.

Requirements

• +4 years of experience in incident management or similar roles
• Excellent written and verbal communication skills in English and Spanish; Portuguese is optional but desired
• Strong understanding of technical concepts, including databases (SQL and NoSQL), REST APIs, and SOAP services
• Familiarity with technologies such as Node.js, MongoDB, Kubernetes, Docker, and React.js
• Demonstrated ability to quickly assess situations, identify root causes, and develop effective solutions
• Experience managing multiple incidents or problems simultaneously, focusing on meeting timelines and milestones
• Familiarity with at least one programming language and experience with third-party service integrations

Responsibilities

• Serve as the main point of contact for clients, demonstrating a customer-oriented approach
• Assess, categorize, and prioritize incidents to determine their criticality
• Manage and resolve incidents promptly to minimize client impact while maintaining high communication standards and ensuring alignment with service level agreements (SLAs)
• Facilitate effective communication between clients and technical teams to ensure all parties are informed and aligned
• Analyze technical issues to provide clear explanations to clients and actionable insights for development teams
• Maintain comprehensive documentation of incidents, including root cause analysis, resolution steps, and post-incident reviews
• Ensure adherence to agreed Service Level Agreements (SLAs) with clients and Operational Level Agreements (OLAs) internally
• Measure and report SLA and OLA performance both internally to upper management and externally to clients
• Assess when to escalate issues to higher management or specialized teams and manage the escalation process effectively
• Ensure necessary resources and personnel are allocated to effectively manage and resolve incidents
• Own and manage the incident process, tools, and priorities, ensuring efficient operation and continuous improvement of incident management practices
• Participate in post-incident reviews and contribute to developing strategies to prevent future incidents

Benefits

We know that extraordinary people do not choose their jobs based only on the benefits, but we make a great effort to make sure that each of us who are part of Toolbox can achieve success and improve every day