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Heredia, Costa Rica
Onsite
What you’ll do
Serve as an escalation point for critical IT incidents, coordinating with engineering, security, and support teams to drive rapid resolution.
Manage the incident and problem lifecycle within our IT Service Management (ITSM) platform (e.g., ServiceNow, Jira Service Management).
Collaborate with engineering teams during the release and deployment of new software or infrastructure to ensure smooth transitions into production.
What experience you need
Experience: 2–5 years of experience in IT operations, systems administration, network operations center (NOC) environments, or technical support.
Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent practical experience).
Technical Skills:
Proficiency with IT Service Management (ITSM) platforms (ServiceNow, Jira, Zendesk).
Familiarity with system and application monitoring tools.
Strong understanding of ITIL frameworks and best practices (Incident, Problem, and Change Management).
Basic knowledge of cloud environments (AWS, Azure, or GCP) and core networking concepts (DNS, DHCP, TCP/IP, VPNs).
Soft Skills: Strong analytical and troubleshooting skills, excellent written and verbal communication, and the ability to manage multiple priorities under pressure.
Primary Location:
CRI-HerediaFunction:
Function - Tech Engineering and Service OpsSchedule:
Full time