Service Management Officer (Junior) (ITSM)

TL;DR

Service Management Officer (Junior) (ITSM): Monitoring service quality and coordinating incident management in production environments with an accent on stability and performance. Focus on acting as a primary bridge between technical teams and business stakeholders, managing support backlogs, and driving continuous service improvement.

Company

hirify.global is an innovative organization that continuously invests in the training and development of its talents.

What you will do

• Monitor service quality, stability, and performance within production environments.
• Coordinate the management and resolution of incidents, including Major Incidents.
• Serve as the main point of contact between technical teams, support teams, and business stakeholders.
• Track support tickets and backlogs to contribute to prioritization and service improvement.

Requirements

• Degree in Computer Science, Information Systems, Engineering, or a related field.
• Minimum of 1 year of experience in IT Service Management (ITSM) or IT Operations.
• Hands-on experience with incident management and ITSM tools.
• Knowledge of the ITIL framework and service management processes.
• Ability to work with service monitoring and performance reporting (QoS/KPIs).
• English: Intermediate level required.

Nice to have

• Experience working in Agile environments (Scrum or Kanban).

Culture & Benefits

• Commitment to continuous professional training and talent growth.
• Equal opportunity environment valuing competence and potential regardless of background.
• Inclusive corporate culture focused on non-discrimination.