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Mid-level, common IT operations role with broad ticketing and SLA requirements increases competition.
Core IT operations and service-desk skills are readily transferable across industries.
Explicit 3–5 years, mandatory ticketing tool experience and advanced English increase shortlisting strictness.
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Coordinate and ensure timely resolution of IT infrastructure, network, device, and service incidents within a hybrid global environment.
Serve as the primary liaison between users, local support teams, and global teams, managing incident escalation and SLA adherence.
Produce operational reports and metrics, facilitate communication across departments, and drive process improvement initiatives in IT service operations.
Bachelor's degree in Systems, Information Technology, Computer Science, or related field.
3 to 5 years of experience in IT operations coordination, Service Desk, infrastructure support, or technology service management.
Advanced conversational English (B2+/C1) required for collaboration with global teams (US, India, Brazil).
Availability to work hybrid model with 3 days onsite at Miyana Polanco office.
Experienced in coordinating incident management and service requests with multiple support teams in a multinational environment.
Familiarity with IT infrastructure components including networks, computing devices, printers, videoconference rooms, and end-user devices.
Proven ability to manage operational IT services using ticketing tools like ServiceNow, Jira Service Management, or Remedy in corporate or manufacturing plant settings.