Ingeniero en Gestión de Servicios

About the role

We are looking for a Service Management Engineer to ensure the proper operation of our IT services and platforms. The role involves monitoring performance through KPIs, SLAs and OLAs, designing preventive and corrective strategies, and managing the hand‑over to operations.

Key responsibilities

• Monitor and enforce performance agreements with service providers (KPIs, KQIs, SLAs, RSLAs).
• Administer the OPEX budget for IT solutions, including vendor support contract renewals.
• Facilitate communication between internal/external customers, vendors and NOCs.
• Participate in project road‑maps for renewal, launch and maintenance of platforms across business units.
• Collaborate with Software Factory, Planning, Infrastructure and other teams to define best practices, controls and operational activities.
• Ensure compliance with internal control manuals and maintain ISO 27001 and ISO 22301 certifications.
• Continuously improve the Information Security Management System and follow up on corrective and preventive actions.
• Support business continuity processes, incident response planning and participate in operation‑resumption committees and drills.

Required profile

• Degree in Systems Engineering, Computer Science or Informatics.
• Minimum three years of experience as an IT Service Manager, application support specialist or platform administrator.
• Knowledge of IT service management frameworks and project methodologies.

Required skills

• ITIL
• PMBOK
• Agile
• Cobit