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) (Sant Joan Despí)
🏢 Veridos
📍 Sant Joan Despí