Coordinador de incidentes mayores - Bilingue
Core
Provides SIAM (Service Integration and Management) support or acts as a service manager for internal client support and commitments with strategic partners.
Role type
Senior Service Manager / SIAM Coordinator
Builds
Internal client support services and strategic partner commitments
Domain
IT Service Management (ITSM) / SIAM
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
SIAM process delivery, Service Level Management (SLM), vendor performance supervision, virtual team leadership, SLA monitoring, continuous service improvement, ITIL processes, audit and compliance verification
Preferred skills
Stakeholder management, data analysis for trends, documentation development
Technologies
ITSM tools, SIAM frameworks
Responsibilities
Monitor service tickets across Unisys and vendor tools, facilitate SIAM process meetings, supervise vendor performance and SLA compliance, lead virtual teams for internal support, compile and report on service statistics, conduct random audits for data accuracy, maintain account profiles and standard documentation, train functional teams
Seniority
Senior, hands-on IC with team leadership
