Process Operations ITSM L2

GSB Solutions; Medellín; Presencial; COP 40.000.000 - 80.000.000; Jornada completa

Descripción de la vacante

A leading tech company in Medellín is searching for a modern Incident Coordinator. The role involves managing incidents, leading problem management practices, and overseeing change management processes. Ideal candidates should have a Bachelor's degree in IT, over 3 years of related experience, and proficiency in ITIL and appropriate tools such as ServiceNow. Advanced English is required. This position may involve 24/7 rotating shifts.

Formación

• More than 3 years of experience as Incident Manager, Change Manager or IT-related position.
• Proficiency in help desk ticketing systems and remote support tools.
• Understanding of IT infrastructure and troubleshooting.

Responsabilidades

• Manage the end-to-end incidents lifecycle.
• Lead Problem Management and stakeholder communication.
• Support automation and observability tasks.

Conocimientos

Problem-solving

Time management

Communication skills

Customer-centric approach

Adaptability

Educación

Bachelor’s or associate’s degree in relevant field

Herramientas

ServiceNow

Jira

Google Suite

Descripción del empleo

Duties and responsibilities

• The ILC role intends to be a modern Incident Coordinator, with technical background and incident process-oriented profile.
• Handle end-to-end incidents lifecycle from a proactive and resolutive behaviour, in coordination of technical / matter experts teams.
• Lead Problem Mgmt practices and supports stakeholder management communications in coordination with ITDCs. He/she has zonal dedication/specialization to ensure technical background in the services and technologies provided at each Region / Business organization.
• Act as escalation point for the Service Control team.
• Change and Release management role (CRC) makes the change management process more proactive and predictable.
• Manage interdependent changes in traditional environments, at same that agile WoWs in change enablement practices and agile project release mgmt.
• Act as the main point of contact for I&O Service Requests operation and inquiries queue management.
• 2nd-level Incident resolution and 3rd-level Incident resolution support.
• Handling of Major/P1 Incidents.
• Proactive and reactive monitoring and event management.
• Support on automation, observability and reporting.
• Handle Problem management end-to-end and coordinate root cause analysis activities.

Experience and knowledge

• Bachelor’s degree or associate’s degree in a relevant field, such as Information Technology, Computer Science, Business Administration or related fields.
• More than 3 years of experience as an Incident Manager, Change Manager and Problem Manager or IT-related position.
• Proficiency in using help desk ticketing systems, remote support tools, and diagnostic utilities, such as ServiceNow, Jira and Google Suite.
• Proficiency with ITIL (Information Technology Infrastructure Library) and Agile practices is preferred.
• Understanding and technical knowledge of IT infrastructure, computer hardware, software, operating systems, and troubleshooting.
• Hands on experience in diagnosing and resolving technical issues.
• Prior experience in customer service or customer support is beneficial.
• Advanced English

Skills

• Strong problem-solving ability to analyze and troubleshoot technical issues while thinking critically, assessing situations, and finding practical solutions.
• Time management and organization, dealing with multiple support requests, prioritizing tasks and meeting deadlines and SLAs.
• Strong verbal and written communication skills are needed to effectively communicate with end users, understand their technical issues, and provide clear instructions in change requests and incidents´ communications and solutions.
• Customer-centric approach, ensuring user satisfaction throughout the support process.
• Adaptability and flexibility, as technology landscapes are constantly evolving and the role works in 24x7 rotating shifts.