RequirementsRequired – 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 skillsRequired – 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 capabilitiesNice to Have (Technical Skills)- Intermediate Portuguese language skillsResponsibilities (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 general 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 processesRequired Languages- English: AdvancedAdditional InformationLocation:- 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 global stakeholders and service owners- Participation in production support and continuous improvement initiatives- Responsibility for service quality, stability, and SLA compliance in critical environments#J-18808-Ljbffr

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