IT Service Coordinator — TPM & Incident Management

Auxis; Bogotá; Presencial; COP 40.000.000 - 70.000.000; Jornada completa

Descripción de la vacante

Auxis in Bogotá is seeking an experienced Process Coordinator within IT Service Management. You will be the single point of contact for incidents, requests, and projects related to TPM tower applications, monitoring tickets and communicating impact and resolution.

You will build strong customer relationships, centralize request capture, and participate in planning sessions and meetings to ensure timely follow-up and successful implementation of business needs.

Formación

• 5 years of combined experience in infrastructure, cloud operations, or technical support.
• Ownership of complex technical issues or escalations, with mentoring peers.
• Experience in process improvement, automation, or project initiatives.

Responsabilidades

• Collaborate in the TPM Team project planning and/or execution.
• Publish all Account documentation and training material.
• Train and support learning curve of new team members.
• Maintain tower-specific processes up to date.
• Work closely with the tower manager to align performance with business needs.
• Monitor emails and respond to major issues on the tower.
• Lead major escalation involvement and resolution.
• Perform Root Cause Analysis of major issues and escalations.
• Control and monitor ticket queues (incidents, requests, changes) and report anomalies.

Conocimientos

Communication

Research skills

Attention to detail

Customer focus

Presentation skills

Analytics

Team player

Educación

Bachelor's degree in CS/Engineering/IT

Descripción del empleo

Auxis in Bogotá is seeking an experienced Process Coordinator within IT Service Management. You will be the single point of contact for incidents, requests, and projects related to TPM tower applications, monitoring tickets and communicating impact and resolution.

You will build strong customer relationships, centralize request capture, and participate in planning sessions and meetings to ensure timely follow-up and successful implementation of business needs.