Incident Management Specialist at Allied Global

At Allied Global we are seeking an experienced Incident Management Specialist to join our remote team and play a critical role in ensuring the stability, availability, and continuity of IT services. This position is responsible for managing the lifecycle of incidents, coordinating resolution efforts, minimizing business impact, and driving continuous service improvement through effective incident management practices. The ideal candidate has strong technical knowledge, excellent communication skills, experience working within IT Service Management frameworks, and the ability to perform effectively in fast-paced environments where service uptime and operational continuity are essential. Key Responsibilities Monitor, manage, categorize, and prioritize incidents based on business impact and severity. Coordinate incident response activities and facilitate communication among technical teams and stakeholders. Track incidents through their entire lifecycle until service restoration is achieved. Ensure timely escalation of critical incidents to appropriate support teams. Maintain accurate incident documentation and reporting. Conduct post-incident reviews and support root cause analysis activities. Identify recurring issues and collaborate with technical teams to implement preventive measures. Support Problem Management initiatives to reduce incident recurrence. Ensure adherence to ITIL and IT Service Management best practices. Communicate incident status, impact, and resolution progress to stakeholders. Contribute to continuous improvement initiatives focused on service reliability and operational excellence. Required Qualifications Education Bachelor's degree in: Systems Engineering Computer Science Information Technology Related technical field Experience Minimum 2 years of experience in: Incident Management Problem Management Network Operations Center (NOC) Monitoring Operations IT Operations or related functions Technical Knowledge Incident lifecycle management. ITIL and IT Service Management principles. Windows Operating Systems. Linux Operating Systems. Networking fundamentals. Server administration concepts. Database fundamentals. Monitoring and alert management processes. Experience using IDS (Intrusion Detection Systems). Experience using SIEM platforms (Security Information and Event Management). Root Cause Analysis methodologies. Technical documentation and reporting. Required Skills Technical Skills Incident prioritization and triage Critical incident management Problem identification and escalation Service restoration coordination Root cause analysis Monitoring and alert response Technical troubleshooting IT Service Management processes Soft Skills Excellent communication skills Analytical thinking Problem-solving abilities Attention to detail Team collaboration Initiative and ownership Ability to perform under pressure Results-oriented mindset Stakeholder management Preferred Qualifications The following qualifications are considered a plus: ITIL Certification Risk Management training or certification CompTIA Security+ Experience in highly available enterprise environments Experience supporting critical business applications and infrastructure Language Requirement ⚠️ English Level C1 is mandatory. Candidates must be able to communicate effectively with international teams, technical stakeholders, and business partners in English. Additional Requirements Must currently reside in: Guatemala Honduras Peru Reliable internet connection with a minimum speed of 30 Mbps. Availability to work the schedule required by the operation. Comfortable working in a fully remote environment. Why Join Us? 100% Remote Position International work environment Opportunity to work with global teams Competitive compensation Exposure to enterprise-level incident management processes and technologies Salary US$2,000 monthly as a contractor.

Incident Management Specialist

Emma

Responsibilities

Skills wanted:

Formal education:

Language(s) required:

Ana Isabel Alonzo

About Allied Global:

mission:

alliedglobal.com/

Admin access needed