Incident Manager (IT / Telco)

Description

Job Summary: Colektia is seeking a Junior Strategy Account Manager with collections experience to manage the availability and performance of telephony channels, resolve incidents, and coordinate operations. Key Highlights: 1. Plays a key role in managing telephony channels for collections operations 2. Serves as the liaison point among operations, technology, and telco providers 3. Professional growth opportunities **Colektia** Is the first AI-powered collections company and is considered one of the startups with the highest growth potential in Latin America. We are looking for a **Junior Strategy Account Manager with collections experience**, a key role to ensure the availability and performance of Colektia’s telephony channels, resolving incidents quickly and accurately so that collections operations never stop. Colektia operates in: Colombia, Chile, Mexico, Peru, and Spain **Main Responsibilities:** * Incident Management * Detect, log, and escalate incidents across telephony channels (predictive dialer, blaster, voicebot). Monitoring and Prevention * Monitor telco channel performance in real time. * Identify failure patterns and propose preventive actions. * Document recurring incidents and their resolutions. Operational Coordination * Serve as the liaison point among operations, technology, and telco providers. * Communicate incident status to leadership clearly and promptly. * Collaborate with the Operations team to minimize impact on collections. * Coordinate fault resolution with providers and internal technical teams. * Ensure response and resolution times align with defined SLAs. * Track the lifecycle of each incident until closure. **Role Requirements:** * Knowledge of IP telephony, SIP, predictive dialers, and voicebots. * Experience with monitoring and ticketing tools (e.g., Zendesk, Jira, ServiceNow). * Ability to read and interpret system logs and metrics. * Vendor and telco service contract management. * Proficiency in Excel or operational reporting tools. **We Offer:** 100% remote work. Service contract 48 working hours per week Multicultural team across Latin America. Professional growth opportunities. Work location: Remote employment Salary: $1\.500,00 \- $2\.000,00 per hour Work location: Remote employment