About Our Client

We are recruiting for a client in Madrid, Spain, operating in the IT consulting industry, for the role of Application Monitoring & Support Coordinator.

About the Role

We are looking for an experienced service management professional to help establish, transition and mature our Application Maintenance & Support (AMS) capability. You will be responsible for ensuring the effective delivery of support services, driving operational excellence, and implementing best practices across incident, problem, change, and service level management.

This role combines service management, operational governance, business analysis, project management and continuous improvement. It is adecuado for someone with hands-on AMS experience who can bring proven know-how, structure, and operational discipline to a growing support organization. It also suits someone who enjoys order, clear processes and measurable results.

Work model: Hybrid, based in Madrid, Spain.

Key Responsibilities

Service coordination and SLA management

- Own the day-to-day queue of incidents, service requests and problems in ServiceNow, ensuring correct categorization, priority and assignment
- Monitor SLA timers and escalate proactively before breaches occur
- Coordinate activities across support teams, development teams, infrastructure teams, vendors, and business stakeholders
- Lead or facilitate major incident calls, keep stakeholders informed and ensure post-incident reviews are completed
- Track and follow up on action items until closure

Service transition and onboarding

- Lead application onboarding and support transition activities
- Coordinate knowledge transfers,



operational readiness assessments and stabilization activities
- Ensure support documentation, runbooks, and escalation procedures are maintained and fit for purpose

Continuous improvement

- Drive problem management and root cause analysis activities
- Identify service improvement opportunities through trend analysis and operational metrics
- Promote automation, standardization, and operational efficiency

Governance and reporting

- Prepare and present service performance metrics, reports, and dashboards
- Facilitate operational and service review meetings
- Maintain risks, issues, dependencies, and action plans

Stakeholder management

- Act as the primary operational point of contact for business stakeholders, support teams, and vendors
- Translate business requirements into support and operational improvements
- Build strong relationships and drive accountability across teams

Business analysis

- Gather and document requirements for support process changes, new monitoring needs and service onboarding
- Map current and target processes and identify gaps, bottlenecks and automation opportunities
- Assess business impact of incidents and changes and translate technical issues for business stakeholders

Project and reporting

- Plan and coordinate support-related projects: onboarding new applications into support, tool rollouts,



process improvements
- Prepare weekly and monthly service reports (SLA performance, KPIs, major incidents, improvement status)
- Organize and run regular service review meetings with business owners and project teams

Key Requirements

- Proven experience in Application Maintenance & Support (AMS), Managed Services, IT Operations, or Service Management environments
- Solid knowledge of ITIL processes (Incident, Problem, Change Request, Service Level Management)
- Knowledge of leading problem investigations, performing root cause analysis and defining sustainable countermeasures to prevent recurrence
- Proven experience in business analysis or project coordination: requirements gathering, process mapping, planning and status reporting
- Experience managing service delivery in multi-team and multi-vendor environments
- Good understanding of how business applications are monitored and supported (alerts, logs, availability, releases)
- Strong reporting, stakeholder management, and communication skills
- Fluent English, written and spoken

Nice To Have

- Hands-on ServiceNow experience
- Spanish

Personal Profile

- Highly organized and accountable
- Strong coordination and stakeholder management skills
- Calm and methodical under pressure
- Analytical and data-driven
- Proactive mindset focused on service excellence and continuous improvement
- Able to influence and drive actions across teams without direct authority
- Strong "One Team" mindset, fostering collaboration, trust, and shared accountability across support teams, development teams, vendors, and business stakeholders

📌 Application Monitoring & Support Coordinator (España)
🏢 Transilvania HR
📍 España