IT Service Operations Senior
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AI Summary
Govern IT service operations processes including incident, problem, and change management while ensuring SLA compliance. Manage production support, lead root cause analysis, and coordinate with Change Advisory Boards to ensure service stability.
IT Service Operations Senior
Requirements:
Must have:
Minimum 2 years of experience in IT service operations
Experience in IT management processes, Incident Management, Change Management, Problem Management, QPlans
Experience in service management, reporting definition, strategy, tracking
Experience managing services in production environments
Strong communication skills with stakeholders, clients, providers, users, management
ITIL knowledge and certification
Ability to analyze impact, risk, priority, urgency
Strong problem‑solving and analytical skills
Ability to work under pressure in dynamic environments
Teamwork, collaboration, active listening, persuasive communication
Ability to build strategic relationships across teams
Autonomy and ownership in execution of responsibilities
Nice to Have:
Intermediate Portuguese level
Responsibilities:
Govern IT service operations processes, Incident, Problem, Change, Service Level Management
Manage production support ensuring prioritization, escalation, tracking of incidents
Organize and manage task forces in dynamic operational environments
Analyze problems, perform root cause analysis, identify recurring issues
Define and implement improvement plans ensuring service continuity
Build and analyze service level reports, KPIs, metrics, trends
Define strategies and actions based on service performance analysis
Manage change processes and govern CAB (Change Advisory Board)
Coordinate with global and local CABs for change approvals
Communicate with stakeholders, providers, clients, users, service owners
Monitor service performance and ensure SLA compliance
Drive continuous improvement in IT service operations
Support decision-making through reporting and operational insights
Coordinate operational readiness and service stabilization
Required Languages
Advanced English 80-95%
Location
Mexico/Colombia (Remote)
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