IT Operations and Client Support Coordinator

At Prosegur, we are looking for unstoppable people who want to lead our purpose of making the world a safer place. Do you dare to take on the challenge of leaving your mark on a global leader with more than 180,000 professionals in 36 countries?

We are looking to hire an IT Support and Operations Coordinator to lead the maintenance and operation service of a security video management platform in a distributed critical infrastructure. The person will be responsible for coordinating capacity, internal and external technical resources, and complex escalations, ensuring service continuity and compliance with the service level agreements contracted by the client.

• Service level management: Ensure compliance with operational KPIs, including N1, N2, and N3 support teams' response and resolution SLAs and MTTR.
• Shift and on-call management: Plan, design, and monitor the 24x7 on-call roster for the technical team, ensuring coverage and compliance with the legal labor framework.
• Standardization and coordination between support levels: Ensure the transfer of knowledge and information between N2 and N3 support levels, keeping procedures, runbooks, and troubleshooting guides up to date.
• Vendor governance: Coordinate, supervise, and demand SLA compliance from contracted external services, including field maintenance, manufacturer support, and infrastructure partners.
• Critical incident management: Act as the management escalation point for major incidents, coordinating technical crisis committees and operational communication with project management and, when necessary, the client.
• Ticket lifecycle: Supervise the incident, problem, and change management flow under ITSM methodologies using the corporate tool in use.
• Reporting: Prepare availability reports, service quality metrics, and platform status for follow-up meetings with management and the client.

• Experience: Between 5 and 7 years of demonstrable experience in coordinating IT support services, Service Desk, or distributed infrastructure operations management. Experience in high-criticality environments or services with 24x7 on-call schemes will be especially valued.
• Technical background: Demonstrable previous experience as a systems administrator. Ability to communicate and understand Windows and Linux Server environments, SQL databases, and container-based platforms such as Docker or Kubernetes. Previous experience operating Milestone video surveillance systems or similar will be especially valued.
• Methodology: Solid knowledge of service management frameworks. Having an ITIL certification will be valued.
• Leadership and empathy: Ability to manage a team performing 24x7 on-call duties, maintaining motivation and preventing burnout.
• Negotiation and firmness: Ability to demand results and deadline compliance from both internal N3 specialists and outsourced providers.
• Process and organization orientation: Rigor in the organization of calendars, on-call shifts, and documentation.
• Executive communication: Ability to translate technical problems into clear business impacts to inform project management and the client.

Our commitment to you is based on three pillars that define our culture:

• 🚀 We promote your development: if you want to move up, change cities, or are interested in a specific sector, we drive your professional mobility through our internal opportunities program. Additionally, with our talent scholarships, you will have aid to continue your training (that course or degree you have in mind) and to support your children in their studies. You will also have access to our Corporate University so that your training does not stop.
• 💛 We promote your wellbeing: you will fall in love with our Global Wellbeing Program with quarterly expert talks, subsidized psychology services, sports activities (padel, taekwondo, digital running, football), and much more. You can also join the social and cultural actions promoted through the Prosegur Foundation.
• 🏆 We promote your recognition: access exclusive discounts in our Employee Club (Prosegur alarm, banking products, travel, shopping, technology, etc.), and if you bring new clients or candidates for our vacancies, you can access additional incentives through our TSP+ and ProAmigo programs.

Do you identify with this? Join a team where we encourage every professional to leave their own mark.