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Job Description
Your qualifications
MUST HAVE
Solid working knowledge of ITIL-based incident management: triage, prioritisation, escalation, and closure
Experience working alongside technical teams — comfortable communicating clearly with developers without being one yourself
A track record of managing SLAs and knowing when and how to escalate
Strong written and verbal communication: updates, reports, and client messages that are clear and well-structured
Organised and detail-oriented — accurate logs, clean handoffs, nothing falling through the cracks
Fluent English & Spanish level— our client environment is international.
NICE TO HAVE
Familiarity with ITSM tooling — Jira Service Management, OpenText SMAX, ServiceNow, or similar
Experience with KPI dashboarding tools — Looker, Power BI, or equivalent