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Incident Commander

5 days, 2 hours ago
Colombia
Full-time
Senior
Site Reliability Engineer (SRE)
DevOps and Infrastructure
AWS JIRA New Relic PagerDuty
Apply Now
Caseware

Caseware

CaseWare International Inc. provides cutting-edge software solutions for accounting firms, corporations, and governments, enabling users worldwide to work smarter and transform insights into impact.

Internet Software & Services
251-1K
Founded 1988
View All Jobs 18

Description

  • Initiate and oversee incident response efforts as the primary point of coordination when incidents are detected.
  • Lead cross-functional teams, including engineering, product management, and support, through rapid incident resolution.
  • Communicate timely updates, resolution plans, and status information to internal and external stakeholders.
  • Use and integrate tools such as JIRA, PagerDuty, New Relic, AWS, and Microsoft Teams to monitor and coordinate incident handling.
  • Understand the software and infrastructure environment to guide resolution strategies and recovery actions.
  • Ensure the right stakeholders are engaged during active incidents to support swift restoration of service.
  • Track and report uptime metrics to promote transparency around system reliability and performance.
  • Coordinate and lead post-mortem sessions, documenting root causes, lessons learned, and action items.
  • Create post-incident reports and RCA documents that include timeline, impact, remediation, root cause, and preventive steps.
  • Follow up on corrective actions and implement proactive strategies to reduce risk and improve system resilience.
  • Participate in an on-call rotation.

Requirements

  • 5+ years of experience managing critical incidents in SaaS environments.
  • Prior knowledge of cloud environments, AWS, DevOps practices, or related technical operations.
  • Experience in a similar role within a software or technology company is strongly preferred.
  • Strong technical background in incident management and response.
  • Proven ability to lead teams toward rapid incident resolution.
  • Solid understanding of modern software landscapes and familiarity with JIRA and PagerDuty integrations.
  • Excellent written and verbal communication skills.
  • Ability to perform well under pressure and manage competing priorities effectively.
  • Strong English communication and collaboration skills.
  • An AI-first mindset, with willingness to leverage AI tools to improve productivity and decision-making.
  • Ability to use AI-assisted tools for drafting, summarization, research, and data analysis.
  • Open to a fully remote role based in Colombia.
  • Background check completion through Certn.co is required for successful candidates, with additional soft credit checks for executives and senior managers.

Benefits

  • Contrato a término indefinido with all legal benefits.
  • Prepaid medicine, life insurance, and funeral assistance.
  • Internet allowance and home office stipend.
  • Competitive compensation above the market average.
  • 100% remote work environment with excellent work-life balance.
  • Training budget and mentorship from a highly experienced professional.
  • 5 personal PTO days per year, plus sick leave top-up from day 3 to 90.
  • Recognition award with additional paid time off based on years of service.
  • Vacation upgrade starting at 5 years of service.
  • Employee Assistance Program (EAP) through TELUS Health.

Interested in this position?

Apply directly on the company website

Apply Now

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