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 integral 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 global 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