Technology Service Manager Jr.
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• Ingeniería en Sistemas, Informática, Telecomunicaciones o carrera afín.
• ITIL 4 Foundation vigente (obligatorio).
• Mínimo 3 años gestionando servicios de soporte tecnológico o mesas de servicio.
• Certificaciones adicionales en gestión de servicios, gestión de proyectos o nube (PMP, Scrum, Microsoft, Azure o similares).
• Experiencia en entornos regionales de Centroamérica.
• Experiencia en soporte de aplicaciones empresariales, SAP Business One y plataformas Microsoft. Responsabilidades Principales
• Garantizar el cumplimiento de SLA y KPIs contractuales.
• Liderar la transición e implementación del servicio.
• Coordinar la atención de incidentes críticos y escalaciones.
• Participar en comités operativos y de servicio con el cliente.
• Gestionar el desempeño de la mesa de servicio C1, soporte C2 y célula de aplicaciones.
• Supervisar planes de choque para reducción de backlog y mejora de indicadores.
• Presentar informes ejecutivos de desempeño y propuestas de mejora continua.
• Coordinar recursos regionales en Guatemala, Honduras, El Salvador y Nicaragua. Conocimientos Técnicos
• Gestión de servicios TI bajo metodología ITIL.
• Administración y operación de herramientas de mesa de ayuda (preferiblemente ManageEngine ServiceDesk Plus).
• Conocimiento general de: Microsoft 365 Entra ID (Azure AD) Active Directory Azure Gestión de accesos e identidad Soporte de infraestructura y aplicaciones de negocio.
• Interpretación y seguimiento de KPI, SLA, backlog, planes de mejora y planes de transición
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