The Service Operations Specialist is responsible for ensuring the stability, reliability, and continual improvement of IT services through effective operational processes. This role focuses on Major Incident, Incident, Problem, Change, and Knowledge Management, acting as a key link between technical teams and our customers. You'll work alongside a team of other Service Operations Specialists, and work closely with a number of colleagues to foster a service-oriented culture.
Major Incident Management:
· Act as a Major Incident Manager when required, coordinating the end-to-end response to service outages and degradation
· Incident Management:
· Identify trends and recurring Incidents through effective analysis
· Problem Management:
· Chair Problem Review sessions with the relevant technical teams to ensure focus on respective Problem investigations and coordinating related root cause analysis
· Work alongside the technical teams to implement permanent fixes and reduce Incident volumes
· Maintain an accurate Known Error Database (KEDB),



ensuring workaround details are available and accessible for the Service Desk, other teams, and customers as needed
Change Management:
· Triage and assess new Change Requests, analysing potential risks and impact of proposed Changes on IT services
· Ensure Changes are properly documented, communicated, and reviewed post-implementation
· Knowledge Management:
· Create, review, and maintain knowledge articles to support Incident resolution and self-service
· Promote knowledge reuse and ensure knowledge content is accurate, relevant, and up-to-date
· Support continuous improvement of the knowledge management framework and tools
Contribute to service improvement initiatives and operational maturity
· Analyse service performance data and trends across Major Incidents, Incidents, Problems, Changes and Knowledge articles
Minimum 2 years' experience in IT Service Management role
· Strong understanding of ITIL processes; ITIL certified (Foundat

📌 Service Operations Specialist (España)
🏢 Cc Recruitment
📍 España