IT Service Operations Specialist Senior

Requirements

• Required – Technical Skills
• 5+ years of experience with Java
• Minimum 2 years of experience in IT Service Operations
• Experience in Incident Management
• Experience in Change Management
• Experience in Problem Management
• Experience with QPlans
• Experience in Service Management
• Experience defining service reports and metrics
• Experience tracking service performance and operational strategies
• Experience managing services in production environments
• Knowledge of ITIL processes and best practices
• ITIL certification or equivalent knowledge
• Ability to analyze impact, risk, priority, urgency
• Experience monitoring SLA compliance
• Experience supporting operational governance processes
• Strong analytical and problem-solving skills
• Required – Soft Skills
• Strong stakeholder management skills
• Excellent communication skills
• Teamwork and collaboration
• Active listening
• Persuasive communication
• Ability to build strategic relationships
• Ability to work under pressure
• Autonomy and ownership
• Continuous improvement mindset
• Organizational and coordination skills
• Decision-making capabilities Nice to Have (Technical Skills)
• Intermediate Portuguese language skills Responsibilities (Activities to perform)
• Govern IT service operations processes
• Manage Incident Management activities
• Manage Problem Management activities
• Manage Change Management activities
• Manage Service Level Management processes
• Coordinate production support activities
• Prioritize and escalate incidents appropriately
• Track incidents through resolution
• Organize and coordinate task forces
• Analyze recurring operational issues
• Perform root cause analysis
• Define and implement improvement plans
• Build and analyze service level reports
• Monitor KPIs, metrics, trends
• Define actions based on service performance analysis
• Manage CAB (Change Advisory Board) activities
• Coordinate with local and global CABs
• Communicate with clients, providers, stakeholders, service owners
• Monitor service performance and availability
• Ensure SLA compliance
• Drive continuous improvement initiatives
• Support operational decision-making through reporting insights
• Coordinate operational readiness activities
• Support service stabilization processes Required Languages
• English: Advanced Additional Information
• Location
• Bogotá and surroundings (Hybrid)
• Rest of Colombia (Remote)
• Special Conditions
• Client-facing service operations role
• Strong focus on ITIL governance and operational excellence
• Interaction with global stakeholders and service owners
• Participation in production support and continuous improvement initiatives
• Responsibility for service quality, stability, and SLA compliance in critical environments