ph3Requirements /h3h3Required – Technical Skills /h3ulli5+ years of experience with Java /liliMinimum 2 years of experience in IT Service Operations /liliExperience in Incident Management /liliExperience in Change Management /liliExperience in Problem Management /liliExperience with QPlans /liliExperience in Service Management /liliExperience defining service reports and metrics /liliExperience tracking service performance and operational strategies /liliExperience managing services in production environments /liliKnowledge of ITIL processes and best practices /liliITIL certification or equivalent knowledge /liliAbility to analyze impact, risk, priority, urgency /liliExperience monitoring SLA compliance /liliExperience supporting operational governance processes /liliStrong analytical and problem-solving skills /li /ulh3Required – Soft Skills /h3ulliStrong stakeholder management skills /liliExcellent communication skills /liliTeamwork and collaboration /liliActive listening /liliPersuasive communication /liliAbility to build strategic relationships /liliAbility to work under pressure /liliAutonomy and ownership /liliContinuous improvement mindset /liliOrganizational and coordination skills /liliDecision-making capabilities /li /ulh3Nice to Have (Technical Skills) /h3ulliIntermediate Portuguese language skills /li /ulh3Responsibilities (Activities to perform)



/h3ulliGovern IT service operations processes /liliManage Incident Management activities /liliManage Problem Management activities /liliManage Change Management activities /liliManage Service Level Management processes /liliCoordinate production support activities /liliPrioritize and elevate incidents appropriately /liliTrack incidents through resolution /liliOrganize and coordinate task forces /liliAnalyze recurring operational issues /liliPerform root cause analysis /liliDefine and implement improvement plans /liliBuild and analyze service level reports /liliMonitor KPIs, metrics, trends /liliDefine actions based on service performance analysis /liliManage CAB (Change Advisory Board) activities /liliCoordinate with local and global CABs /liliCommunicate with clients, providers, stakeholders, service owners /liliMonitor service performance and availability /liliEnsure SLA compliance /liliDrive continuous improvement initiatives /liliSupport operational decision-making through reporting insights /liliCoordinate operational readiness activitiesSupport service stabilization processes /li /ulh3Required Languages /h3ulliEnglish: Advanced /li /ulh3Additional Information /h3pLocation: /pulliBogotá and surroundings (Hybrid) /liliRest of Colombia (Remote) /li /ulh3Special Conditions /h3ulliClient-facing service operations role /liliStrong focus on ITIL governance and operational excellence /liliInteraction with general stakeholders and service owners /liliParticipation in production support and continuous improvement initiatives /liliResponsibility for service quality, stability, and SLA compliance in critical environments /li /ul /p #J-18808-Ljbffr

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