ROLES Y RESPONSABILITIES:

• Lead the management of IT services specified in Hunt's internal customer service agreements. These services include, but are not limited to: Infrastructure (Servers, Backups, Networks), End User Services, SAP (Platform and Database), etc.
• Lead and document planned change meetings to services specified in service agreements. Maintain an adequate inventory of changes.
• Lead and document incident meetings to services specified in service agreements. Maintain an adequate inventory of incidents.
• Lead and document problem meetings to services specified in service agreements. Maintain an adequate inventory of problems.
• Manage service agreements, including: documenting, reporting, measuring, evaluating, and taking corrective actions.
• Maintain the list of standard operating procedures for all activities specified in the service agreements.
• Work with external consultants on the various implementations that affect the services specified in the service agreements.
• Provide recommendations for improvement and directly influence training of new processes.
• Manage requirements as if it were a project using the PMI methodology

POSITION REQUIREMENTS:

• Bachelor's degree in Systems Engineering, Electronics, Networking, Computer Science and related
• Certifications in methodologies such as PMI, ITIL and COBIT
• Advanced English level (written, spoken)
• Knowledge of platforms such as Tanium is desirable.
• Required knowledge of ServiceNow platform (Change Management, Incident Management, SLA dashboards)
• Knowledge of Agile methodologies
• Knowledge of ITIL and Change Management oriented to customer satisfaction
• Knowledge of IT Governance frameworks
• PMI Project Management Knowledge
• Knowledge of server, backup, and network platform management
• Knowledge of SAP platform and database management
• Knowledge of End User service management (equipment, software, etc.)