Incident & Problem Manager (Bogotá)

See yourself at Twilio: Join the team as our next Incident and Problem Manager at Twilio.

Location

Bogota, Colombia office.

Responsibilities

• Lead the problem management process for end user computing services, including problem identification, analysis, and resolution.
• Investigate and analyze recurring incidents and problems to identify root causes and develop appropriate solutions.
• Collaborate with support teams, service desk, infrastructure teams, and other stakeholders to ensure timely and effective problem resolution.
• Develop and maintain a problem knowledge base, documenting known errors, workarounds, and resolutions for end user computing issues.
• Implement preventive measures and corrective actions to minimize occurrences of incidents and improve the overall end user computing experience.
• Conduct trend analysis and provide insights to help identify areas for improvement in end user computing s...