Service Management Analyst

Atlas Technica, LLC; Lima Metropolitana; A distancia; PEN 275.000 - 379.000; Jornada completa

Descripción de la vacante

Atlas Technica is seeking a Service Management Analyst to join the growing Service Management team. This proactive, client-facing role improves service performance, coordinates incident and problem management across client environments, and drives cross-functional resolution.

You will lead ITIL-aligned activities, support major incident events, monitor SLAs, and deliver timely reporting. Remote work from Lima is supported, with a 9:00 AM–6:00 PM ET schedule, and the international contractor term

Formación

• 2–5 years of experience in service delivery, IT operations, or related operational roles.
• Working knowledge of ITIL practices, including Incident Management, Problem Management, Change Management, and continual service improvement.
• Experience supporting Major Incident Management workflows and Root Cause Analysis documentation.
• Strong analytical and reporting skills with the ability to interpret service metrics, SLAs, KPIs, trends, and performance data.
• Bachelor’s degree or equivalent professional experience.

Responsabilidades

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives.
• Identify recurring incidents, trends, and systemic issues that require Problem Management and coordinate the appropriate follow-through.
• Facilitate Root Cause Analyses, ensuring technical contributors provide complete findings and documentation meets internal and client-ready quality standards.
• Support Major Incident Management activities in partnership with the Incident Response Manager, including coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks.
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators to identify emerging risks and improvement opportunities.
• Prepare and lead client Quarterly Business Reviews, presenting service performance, trends, risks, incidents, problems, and improvement initiatives to internal and external stakeholders.
• Own and drive Service Improvement Plans and other corrective-action initiatives designed to improve service quality, reduce recurring issues, and strengthen client satisfaction.
• Deliver accurate, timely service reporting and dashboards while translating performance data into actionable insights for leadership and service teams.
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions across Service functions.
• Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements.
• Partner with Service teams to create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices.
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams to improve handoffs, reduce process friction, and strengthen accountability.
• Communicate service status, risks, dependencies, actions, and recommendations clearly and professionally to technical teams, business stakeholders, leadership, and clients.

Conocimientos

ITIL

Incident Management

Problem Management

Analytics

Client communication

Stakeholder management

Remote collaboration

Process improvement

Documentation

Organizational skills

Educación

Bachelor’s degree or equivalent

Herramientas

ConnectWise Manage

Power BI

Excel

Data visualization

Descripción del empleo

Title: Service Management Analyst
Reports to: Manager, Service Management
Department: Service Management
Location: Lima, PE - Remote
Schedule: 9:00 AM - 6:00 PM Eastern Time
Term: International Contractor

About Atlas Technica

Atlas Technica’s mission is to shoulder IT management, user support, and cybersecurity for our clients, who are hedge funds and other investment firms. Founded in 2016, we have grown year over year through our uncompromising focus on service.

We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first. At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members.

Position Overview

We are seeking a Service Management Analyst to join our growing Service Management team. This is a proactive, client-facing role responsible for improving service performance, driving accountability, and coordinating cross-functional resolution of incidents, problems, risks, and service-improvement initiatives across assigned client environments.

The Service Management Analyst will lead ITIL-aligned Incident and Problem Management activities, facilitate Root Cause Analyses, support Major Incident Management events, monitor client service health, and partner across Service teams to ensure issues are resolved thoroughly and recurring problems are addressed at their source.

The successful candidate will combine strong operational judgment, analytical thinking, client communication, and follow-through with the ability to influence technical and non-technical teams without direct authority. Success in this role will be reflected through improved SLA performance, reduced recurring incidents and backlog, stronger client satisfaction, high-quality incident and RCA documentation, timely reporting, effective compliance follow-through, and proactive identification of service risks before they become client-impacting issues.

Position Responsibilities:

• Drive incident follow-up and accountability for assigned clients, including escalations, aging tickets, SLA risks, outstanding actions, and backlog-reduction initiatives
• Identify recurring incidents, trends, and systemic issues that require Problem Management and coordinate the appropriate follow-through
• Facilitate Root Cause Analyses, ensuring technical contributors provide complete findings and documentation meets internal and client-ready quality standards
• Support Major Incident Management activities in partnership with the Incident Response Manager, including coordinating resources, opening incident bridges, maintaining timelines, tracking actions, managing updates, and escalating communication risks
• Monitor client service health, SLAs, KPIs, CSAT, backlog trends, incidents, problems, and other operational indicators to identify emerging risks and improvement opportunities
• Prepare and lead client Quarterly Business Reviews, presenting service performance, trends, risks, incidents, problems, and improvement initiatives to internal and external stakeholders
• Own and drive Service Improvement Plans and other corrective-action initiatives designed to improve service quality, reduce recurring issues, and strengthen client satisfaction
• Deliver accurate, timely service reporting and dashboards while translating performance data into actionable insights for leadership and service teams
• Support policy-compliance reviews, audit preparation, process-adherence checks, evidence requests, and corrective actions across Service functions
• Track adherence to ITIL-aligned processes and document gaps, exceptions, risks, and recommended improvements
• Partner with Service teams to create and improve playbooks, Standard Operating Procedures, knowledge-base content, training materials, and operational best practices
• Coordinate across NOC, Resource Coordination, Support, Onboarding, Service Operations, Talent Development, and other teams to improve handoffs, reduce process friction, and strengthen accountability
• Communicate service status, risks, dependencies, actions, and recommendations clearly and professionally to technical teams, business stakeholders, leadership, and clients

Requirements:

• 2-5 years of experience in service delivery, IT operations, service management, or a related operational role; equivalent demonstrated experience may be considered
• Working knowledge of ITIL practices, including Incident Management, Problem Management, Change Management, and continual service improvement
• Experience supporting Major Incident Management workflows and Root Cause Analysis documentation
• Strong analytical and reporting skills with the ability to interpret service metrics, SLAs, KPIs, trends, and performance data
• Ability to influence technical teams, drive accountability, and achieve outcomes without direct reporting authority
• Ability to communicate technical issues, service risks, and recommendations clearly to technical and non-technical stakeholders
• Strong organizational skills with the ability to manage multiple priorities, deadlines, follow-up activities, and cross-functional dependencies
• Strong written and verbal communication skills, including experience supporting client-facing communications, service reviews, or business-review materials
• Experience working with ITSM, ticketing, reporting, dashboard, or data-visualization platforms
• Strong attention to detail with the ability to produce accurate, complete, and professional incident, RCA, compliance, and service documentation
• Bachelor’s degree or equivalent relevant professional experience
• Ability to work remotely from Kyiv, Ukraine while maintaining consistent availability during the required 9:00 AM - 6:00 PM Eastern Time schedule

Desirable Qualities:

• Experience working within a Managed Service Provider, IT services, professional services, or multi-client technology environment
• Familiarity with ConnectWise Manage or a similar IT service-management platform
• Experience supporting audit tracking, policy compliance, process governance, or control-monitoring activities
• Experience preparing or presenting Quarterly Business Reviews, client health reporting, or service-performance reviews
• Experience developing dashboards or reports using Power BI, Excel, or similar analytics tools
• Experience identifying recurring service issues and translating operational data into practical improvement initiatives
• Strong understanding of service-quality, customer-satisfaction, and continual-improvement principles
• Familiarity with working across globally distributed technical and operational teams

Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.