Accountabilities:

The role is responsible for managing IT service processes, monitoring operational performance, and ensuring incidents and requests are handled efficiently according to established standards.

• Monitor incidents and service requests through ServiceNow or similar ITSM platforms.
• Ensure tickets are properly categorized, prioritized, and assigned to the appropriate resolution teams.
• Track ticket progress, follow up on pending actions, and ensure timely closure according to agreed SLAs.
• Support crisis management activities, participating in War Rooms and maintaining clear communication with stakeholders.
• Prepare performance reports, KPI dashboards, and incident trend analyses to support decision-making.
• Ensure proper documentation and compliance with IT governance standards and ITIL best practices.
• Identify process improvement opportunities and contribute to preventive actions that increase service efficiency.
• Maintain effective communication between users, technical teams, and management throughout the service lifecycle.
• Support collaboration with international teams and participate in meetings across different regions.

Requirements:

The ideal candidate is a technology professional with experience in IT service management, strong organizational skills, and the ability to operate effectively in structured and global environments.

• Bachelor’s degree in Information Technology, Computer Science, or related fields (completed or in progress).
• Experience working with IT governance processes and service management practices.
• Strong knowledge of ITIL concepts and best practices.
• Experience with ServiceNow or similar incident and service request management tools.
• Proficiency with Microsoft Office tools, especially Excel and Power BI for reporting and analysis.
• Advanced or fluent English proficiency for communication with international teams.
• ITIL Foundation certification is highly desirable.
• Previous experience working in global environments and managing critical incidents or crisis situations is preferred.
• Advanced or fluent Spanish proficiency is considered a plus.
• Strong analytical skills, organization, communication abilities, and a customer-oriented mindset.

Benefits:

• 100% remote work model.
• Full-time employment opportunity.
• Commercial working hours with occasional availability for critical incident situations.
• Opportunity to collaborate with international teams and global technology environments.
• Professional growth opportunities through exposure to IT governance, ITSM processes, and technology operations.
• Inclusive workplace culture that values diversity, collaboration, and innovation.
• Continuous learning opportunities and development support.