AWS - Incident Handler

Team: Platform Engineering

Location: Bogotá, Colombia, Medellin

Commitment: Full Time - Permanent

Workplace Type: remote

What You Will Be Doing:

• Initiate and oversee the incident response efforts, acting as primary bridge upon detection within a 24/7 SaaS environment. 

• Collaborate with cross-functional teams including engineers, product management, and support. 

• Leverage and implement integration in tools such as JIRA, PagerDuty, New Relic, AWS and Microsoft Teams to monitor, manage, and coordinate incident handling. 

• Drive teams to resolve incidents quickly and efficiently.  

• Understand the software and infrastructure landscape to guide resolution strategies.  

• Ensure appropriate stakeholders are involved in active incident to support rapid recovery.  

• Communicate clearly and effectively with both internal and external stakeholders to provide timely updates and resolution plans.  

• Track and report uptime metrics to internal and external audiences, promoting transparency in system reliability and performance.  

• Coordinate and lead post-mortem sessions after significant events. Documenting root causes, lessons learned, and actionable items. Follow up on action to ensure implementation and prevent recurrence. 

• Create comprehensive post-incident (PIRs) and RCA documents that outline timeline, impact, remediation, root cause and preventive steps. 

• Implement proactive strategies and tools to reduce risks and strengthen system resilience.
  

What You Will Bring:

• 5+ years of experience managing critical incidents in SaaS environments.
• Prior knowledge and understanding of Cloud environment (i.e. AWS), DevOps practices, or related technical operations. 
• Experience in a similar role, preferably within a software or technology company is strongly preferred. 
• Strong technical background with experience in incident management and response.
• Proven ability to lead teams in driving rapid incident resolution.
• Solid understanding of modern software landscape and familiarity with JIRA & PagerDuty integrations. 
• Excellent written and verbal communication skills.
• Ability to perform well under pressure, competing priorities effectively.

Perks & Benefits

Contrato a termino Indefinido¨ with all the legal benefits
Prepaid Medicine
Life insurance and funeral assistance
Internet allowance
Home office stipend
Competitive compensation — above the market average
100% remote work environment and an excellent work-life balance
Opportunity to work for a growing global SaaS leader company
A culture that promotes independence, innovation, trust, and accountability
Open space to be creative, innovative and strategize for the future
Mentorship by highly experienced professional 
Budget for training, we want you to grow
5 Personal Time Off days per year
Sick Leave Top up to total 100% of salary paid by the employer from Day 3 to 90. 
Recognition Award, additional paid time off in recognition of the corresponding year of service
Upgrade vacation starting at 5 years of service
AI-first environment: Be part of an AI-first engineering organization that embraces modern tools, automation, and AI-driven ways of working.