Service IT Operations

Coordinate the daily operation of the ITSM processes managed by the SMO, guaranteeing the monitoring of changes, incidents, problems, improvement plans, and multidisciplinary working groups, the compliance with processes, and the effective execution of the area's operational activities. All this while ensuring the traceability of information, maintaining the operational knowledge base, the area's operations backlog, and the updated CMDB.
This role absorbs the daily operational coordination and the process needs for evolutionary projects of these. It pursues that everything present in the area's operations backlog is advanced, facilitating and speeding up its progress in case of stoppage.

Main responsibilities
Change management
Coordination of Requests for Change (RFCs).
Preparation of the Change Advisory Committee (CAB).
Change calendar.
Monitoring of implementations.
Monitoring of Post Implementation Reports (PIR)
Problem and incident management
Coordination of the transversal Backlog of Problems, Incidents, and Improvement Actions
Monitoring of Root Cause Analysis (RCA)
Workarounds
Coordination of groups.
Action plans.
Operational coordination
Monitoring of tasks.
Management of blockers.
Escalations.
Multidisciplinary coordination.
Continuous improvement
Monitoring of actions.
Identification of deviations.
Audit support.
Process improvement.
Operational improvement projects