Job Description
It Service Manager (ITSM): Defining and improving ITIL-based Incident and Problem Management processes within a B2B environment with an accent on stabilizing and optimizing service operations. Focus on driving improvements in MTTR and resolution quality.
Location: Medellin, Colombia
Company
Kaseya is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide powered by AI.
What you will do
- Design and implement standardized ITIL-based Incident Management processes.
- Implement structured Root Cause Analysis (RCA) processes.
- Define, monitor, and report on SLAs, OLAs, and KPIs.
- Lead a structured remediation plan for 1000+ open tickets.
- Present weekly/monthly service health metrics to leadership.
Requirements
- 5+ years in IT Service Management or IT Operatio...