IT Service Operations Senior

IT Service Operations Senior Requirements: Must have: Minimum 2 years of experience in IT service operations Experience in IT management processes, Incident Management, Change Management, Problem Management, QPlans Experience in service management, reporting definition, strategy, tracking Experience managing services in production environments Strong communication skills with stakeholders, clients, providers, users, management ITIL knowledge and certification Ability to analyze impact, risk, priority, urgency Strong problem‑solving and analytical skills Ability to work under pressure in dynamic environments Teamwork, collaboration, active listening, persuasive communication Ability to build strategic relationships across teams Autonomy and ownership in execution of responsibilities Nice to Have: Intermediate Portuguese level   Responsibilities: Govern IT service operations processes, Incident, Problem, Change, Service Level Management Manage production support ensuring prioritization, escalation, tracking of incidents Organize and manage task forces in dynamic operational environments Analyze problems, perform root cause analysis, identify recurring issues Define and implement improvement plans ensuring service continuity Build and analyze service level reports, KPIs, metrics, trends Define strategies and actions based on service performance analysis Manage change processes and govern CAB (Change Advisory Board) Coordinate with global and local CABs for change approvals Communicate with stakeholders, providers, clients, users, service owners Monitor service performance and ensure SLA compliance Drive continuous improvement in IT service operations Support decision-making through reporting and operational insights Coordinate operational readiness and service stabilization   Required Languages  Advanced English 80-95%   Location Mexico/Colombia (Remote)