Requirements

Required – Technical Skills

- 5+ years of experience with Java
- Minimum 2 years of experience in IT Service Operations
- Experience in Incident Management
- Experience in Change Management
- Experience in Problem Management
- Experience with QPlans
- Experience in Service Management
- Experience defining service reports and metrics
- Experience tracking service performance and operational strategies
- Experience managing services in production environments
- Knowledge of ITIL processes and best practices
- ITIL certification or equivalent knowledge
- Ability to analyze impact, risk, priority, urgency
- Experience monitoring SLA compliance
- Experience supporting operational governance processes
- Strong analytical and problem-solving skills

Required – Soft Skills

- Strong stakeholder management skills
- Excellent communication skills
- Teamwork and collaboration
- Active listening
- Persuasive communication
- Ability to build strategic relationships
- Ability to work under pressure
- Autonomy and ownership
- Continuous improvement mindset
- Organizational and coordination skills
- Decision-making capabilities

Nice to Have (Technical Skills)

- Intermediate Portuguese language skills

Responsibilities (Activities to perform)

- Govern IT service operations processes
- Manage Incident Management activities
- Manage Problem Management activities
- Manage Change Management activities




- Manage Service Level Management processes
- Coordinate production support activities
- Prioritize and elevate incidents appropriately
- Track incidents through resolution
- Organize and coordinate task forces
- Analyze recurring operational issues
- Perform root cause analysis
- Define and implement improvement plans
- Build and analyze service level reports
- Monitor KPIs, metrics, trends
- Define actions based on service performance analysis
- Manage CAB (Change Advisory Board) activities
- Coordinate with local and global CABs
- Communicate with clients, providers, stakeholders, service owners
- Monitor service performance and availability
- Ensure SLA compliance
- Drive continuous improvement initiatives
- Support operational decision-making through reporting insights
- Coordinate operational readiness activitiesSupport service stabilization processes

Required Languages

- English: Advanced

Additional Information

Location:

- Bogotá and surroundings (Hybrid)
- Rest of Colombia (Remote)

Special Conditions

- Client-facing service operations role
- Strong focus on ITIL governance and operational excellence
- Interaction with general stakeholders and service owners
- Participation in production support and continuous improvement initiatives
- Responsibility for service quality, stability, and SLA compliance in critical environments

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📌 IT Service Operations Specialist Senior (Madrid)
🏢 Softtek
📍 Madrid