Key skills
CloudITSMServiceNowJiraStakeholder ManagementCommunication
About this role
Role Overview
- Manage day-to-day IT operational services, ensuring stability, availability, and performance of critical systems and infrastructure.
- Monitor operational KPIs, SLAs, OLAs, and service quality metrics.
- Coordinate incident, problem, change, and service request management processes.
- Lead operational governance meetings and service review sessions.
- Ensure operational compliance with internal standards and IT governance frameworks.
- Lead process mapping initiatives for IT operations and service management workflows.
- Analyze current-state processes and design optimized future-state operational models.
- Identify process gaps, inefficiencies, bottlenecks, and operational risks.
- Document end-to-end workflows, SOPs, RACI matrices, and operational procedures.
- Standardize operational routines and governance practices across teams.
- Identify recurring operational issues and implement corrective and preventive actions.
- Coordinate root cause analysis (RCA) and continuous service improvement plans.
- Support transition from project delivery into stable operational support models.
- Ensure operational readiness for new services, applications, and infrastructure deployments.
- Identify automation opportunities across operational and service management processes.
- Partner with infrastructure, cloud, DevOps, and engineering teams to implement automation solutions.
- Improve operational efficiency through workflow automation, monitoring enhancements, and self-service capabilities.
- Promote a culture of continuous improvement and operational excellence.
- Support implementation and optimization of ITSM and monitoring tools.
- Establish and maintain strong operational routines with key business and IT stakeholders.
- Act as the primary point of contact for operational service discussions and escalations.
- Facilitate recurring governance meetings, status reviews, and executive reporting.
- Ensure clear communication of operational performance, risks, and improvement initiatives.
- Build collaborative relationships across technical and business teams.
Requirements
- Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, or a related field.
- 5+ years of experience in IT operations, service management, or infrastructure operations roles.
- Proven experience with:
- Process mapping and operational process design
- IT service stabilization initiatives
- Operational governance and stakeholder management
- Automation and continuous improvement projects
- Strong understanding of ITIL processes and service management principles.
- Experience with ITSM platforms such as ServiceNow, Jira Service Management, or similar tools.
- Experience coordinating cross-functional technical teams.
- Preferred qualifications:
- ITIL Foundation or ITIL Intermediate certification.
- Lean, Six Sigma, or other process improvement certification.
- Experience in cloud operations, infrastructure environments, or enterprise application support.
- Knowledge of automation technologies and scripting concepts.
- Experience with monitoring and observability tools.
Tech Stack
- Cloud
- ITSM
- ServiceNow
Benefits
- 5 days of scheduled leave
- Partnership with Movida (car rental)
- Employee referral program