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**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.)
