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TECHNICAL INCIDENT MANAGER

Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Uruguay

Offer summary

Qualifications:

+4 years of incident management experience, Excellent communication in English and Spanish, Strong understanding of databases and APIs, Familiarity with Node.js, MongoDB, and Kubernetes, Knowledge of programming languages.

Key responsabilities:

  • Serve as primary client contact and provide updates
  • Manage and resolve incidents; prioritize based on criticality
  • Facilitate communication between clients and technical teams
  • Analyze technical issues for client clarity and insights
  • Ensure adherence to SLAs while managing escalations
Toolbox logo
Toolbox SME https://www.toolboxtve.com/
51 - 200 Employees
About Toolbox
Leaders in specialized technology for OTT solutions. We provides a suite of robust, scalable cloud-based Software-as-a-Service (“SaaS”) products that enable MSOs and CPs to develop and operate profitable OTT platforms.
See more Toolbox offers

Job description

About Toolbox
Toolbox is a Technology company founded in 2013. Our Vision is to Become the fastest Technology Solutions Provider across industries and our Mission is to “Act as the key business partner across industries by enabling the generation of new profitable business through the use of our unique know how to develop technology”. We deliver SPEED.
Our current successes are in the online TV industry. We provide a wide range of products covering User Authentication & Authorization Services, Content Aggregation & Distribution and App Development for End Users, aimed to Content Providers and Multiple Services Operators.
We are a product company, our goal is to guide and accompany market development, building solutions which can be leveraged by as many clients as possible. Our products are used by hundreds of Content Providers and Service Operators in the five continents: WARNER MEDIA, NBC UNIVERSAL, SONY, ATRESMEDIA, PARAMOUNT, DIRECTV among them. 90% of internet traffic related to Online TV in Latin America goes through Toolbox.
What are we looking for?
We are looking for a Technical Incident Manager with the responsibility of serving our customers through a combination of strong implementation skills, technical expertise and analytical capabilities. Responsible for the successful implementation and support of SaaS solutions and products
What Challenges Await You?
● Primary Client Contact: Serve as the main point of contact for clients, demonstrating a customer-oriented approach. Report status updates and collaborate on all requirements, incidents, or situations that may arise.
● Incident Resolution: 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).
● Communication and Coordination: Facilitate effective communication between clients and technical teams to ensure all parties are informed and aligned.
● Technical Analysis: Analyze technical issues to provide clear explanations to clients and actionable insights for development teams.
● Documentation Management: Maintain comprehensive documentation of incidents, including root cause analysis, resolution steps, and post-incident reviews.
● SLA and OLA Management:
- Guarantee and Adherence: Ensure adherence to agreed Service Level Agreements (SLAs) with clients and Operational Level Agreements (OLAs) internally.
- Measurement and Reporting: Measure and report SLA and OLA performance both internally to upper management and externally to clients.
● Escalation Handling: Assess when to escalate issues to higher management or specialized teams and manage the escalation process effectively.
● Resource Allocation: Ensure necessary resources and personnel are allocated to effectively manage and resolve incidents.
● Incident Process Ownership:
- 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.
● Availability: Be prepared to handle incidents outside regular office hours as part of a 24/7 support commitment.
Minimum Requirements:
● +4 years of experience in incident management or similar roles.
● Communication Skills: Excellent written and verbal communication skills in English and Spanish; Portuguese is optional but desired. Ability to convey complex technical issues clearly to diverse audiences, including executive briefs to top management.
● Technical Proficiency:
- 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.
● Problem-Solving Ability: Demonstrated ability to quickly assess situations, identify root causes, and develop effective solutions.
● Incident Management Skills: Experience managing multiple incidents or problems simultaneously, focusing on meeting timelines and milestones.
● Programming Knowledge: Familiarity with at least one programming language and experience with third-party service integrations.
● Stress Management: Ability to work effectively under pressure and manage high-stress situations calmly.
● Proactive Attitude: Willingness to learn and adapt quickly, both through formal training and independent research.
● Team Collaboration: Ability to work effectively with cross-functional teams, building strong relationships to facilitate incident resolution.
● Escalation Management: Experience managing the escalation process and knowing when and how to escalate issues appropriately.
What will you get from us?
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.
About the Team
Besides hiring the best talents, we believe diversity in terms of perspectives, ideas and cultures helps creating the best products and solutions. At Toolbox we work with cutting edge technology to build robust, high availability systems, able to handle high load and concurrency. We look for people bringing fresh ideas from the high concurrency system design, non-structured data organization, distributed computing, API design and Mobile areas.
As a member of the Development team, you will work in a project critical to our success, with the chance to switch products as our portfolio evolves. We need versatile people, who enjoy challenges at every stage of the development cycle, who push the envelope and make things happen.
Toolbox will always be a technology company. We hire people throughout the technical spectrum, who impact the life of millions of people through their work.
 

Required profile

Experience

Level of experience: Mid-level (2-5 years)
Spoken language(s):
EnglishEnglishSpanish
Check out the description to know which languages are mandatory.

Hard Skills

Computer ProgrammingEscalation ManagementIncident ManagementDocument ManagementService Integration And ManagementProject CollaborationResource Allocation

Other Skills

  • Technical Acumen
  • Analytical Skills
  • Stress Management
  • Verbal Communication Skills
Are you interested?

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