Overview

In this role you provide advanced production support, bridging frontline teams, engineering, and suppliers. You own incidents and service requests end-to-end, ensuring SLA adherence and service stability. You’ll drive root-cause analyses and continuous improvement while coordinating with L1, L3, and external partners. The position supports a globally distributed environment and leverages ITIL practices to keep services running smoothly. This is an opportunity to shape incident resolution in a tech-forward telecom/IoT context.

Compensaciones / Ventajas

- flexible compensation (transport tickets, training, private insurance)
- hybrid work model
- canteen with breakfast and lunch options
- career development programs
- equal opportunity employer / LGBT+ friendly
- global collaboration opportunities

Responsabilidades

- Manage support tickets (INC / SRQ / PRB / CHG)
- Act as Incident Manager when needed
- Ensure SLA compliance and proper prioritization
- Handle customer communications and escalations




- Troubleshoot and resolve technical issues
- Perform root cause analysis for recurring incidents
- Escalate to L3 as required and follow through to resolution
- Maintain documentation and contribute to knowledge sharing

Requisitos principales

- Background in Telecommunications, Engineering, or related field
- Experience in Application Support / Production environments
- Experience with ticketing tools (ServiceNow, Jira)
- Understanding of ITIL processes and service management frameworks

- Strong analytical and problem-solving mindset
- Team-oriented with good communication skills
- Strong organizational and time management skills
- Knowledge of IP networks, IoT devices, and VPN technologies
- Experience with monitoring and troubleshooting tools
- Background in telecom technologies (SIM, IoT ecosystems)

📌 Application Support Engineer (IoT) - Veridos (Sant Joan Despí)
🏢 Veridos
📍 Sant Joan Despí