Incident Handler

Caseware

Incident Commander managing critical incidents for Caseware, a global audit and accounting software company. Coordinating response, resolution, root cause analysis, and post-incident reliability improvements.

Posted 8/25/2026full-timeRemote • 🇨🇴 ColombiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management and response within SaaS environments, leveraging tools like JIRA and PagerDuty to drive rapid resolution and enhance system resilience. Strong communication skills facilitate effective collaboration with stakeholders and teams during critical incidents.

Highest-signal resume keywords

Incident ManagementSaaS EnvironmentsAWS Cloud KnowledgeJIRA IntegrationTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ResponseRoot Cause AnalysisUptime Metrics TrackingPost-Mortem CoordinationRisk Reduction Strategies

Soft Skills

Excellent CommunicationPressure ManagementPrioritization

Tools & Technologies

JIRAPagerDutyNew RelicAWSMicrosoft Teams

Industry Keywords

DevOps PracticesSoftware LandscapeTechnical Operations

Tech Stack

Tools & technologies

AWSCloud

About the role

Key responsibilities & impact

Initiate and oversee incident response efforts as the primary bridge upon detection within a 24/7 SaaS environment
Collaborate with engineers, product management, and support
Leverage and implement integrations in 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 incidents
Communicate updates and resolution plans to internal and external stakeholders
Track and report uptime metrics
Coordinate and lead post-mortem sessions
Document root causes, lessons learned, timelines, impact, remediation, and preventive steps in post-incident and RCA documents
Follow up on action items to prevent recurrence
Implement proactive strategies and tools to reduce risks and strengthen system resilience

Requirements

What you’ll need

5+ years of experience managing critical incidents in SaaS environments
Prior knowledge and understanding of cloud environments, such as AWS, DevOps practices, or related technical operations
Experience in a similar role, preferably within a software or technology company
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 landscapes
Familiarity with JIRA and PagerDuty integrations
Excellent written and verbal communication skills
Ability to perform well under pressure and manage competing priorities effectively

Benefits

Comp & perks

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
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.
Flexible work options, remote opportunities, generous time-off policies, performance bonuses, recognition programs, career growth opportunities, international projects, and collaboration with a diverse global team