With many new and exciting projects underway, Trifork is now looking for a passionate Cloud Application Maintenance Specialist to join our dynamic and growing team in Barcelona.

Responsibilities
- Incident intake & triage: act as the first-level control point for all incoming incidents – log, categorise, prioritise, and validate before anything is dispatched.
- Apply ITIL-aligned processes to assess impact and urgency; coordinate with the engineering team to route issues with clear, complete documentation.
- Reproduce and document functional issues clearly so developers can act without unnecessary back-and-forth.
- Follow the incident lifecycle end-to-end: from first contact through resolution and post-incident closure.
- SLA ownership & service stability: monitor open incidents against agreed SLAs; flag risks early so the team can act before they become problems.
- Collaborate on the continuous improvement of incident management processes – your operational view is a valuable input.
- Configure and maintain KPI dashboards that give the client and internal leadership an accurate,



current picture of service performance.
- Stakeholder communication: be the main point of contact for end users and keep the client well informed throughout incident lifecycles.

Qualifications – Must Have
- Working knowledge of ITIL-based incident management: triage, prioritisation, escalation, and closure.
- Experience managing SLAs and knowing when and how to escalates.
- Experience working alongside technical teams – comfortable communicating with developers without being one yourself.
- Strong written and verbal communication: updates, reports, and client messages that are clear and well-structured.
- Organised and detail-oriented – accurate logs, clean handoffs, nothing falling through the cracks.
- Fluent English & Spanish – our client environment is international.

Nice to Have
- Familiarity with ITSM tooling – Jira Service Management, OpenText SMAX, ServiceNow, or similar.
- Exper

📌 Service Coordinator (Barcelona)
🏢 Trifork
📍 Barcelona