IT Operations Specialist
hace 3 semanas
The IT Operations Analyst will be responsible for managing and executing various tasks critical to the efficient operation of the company's technology systems and services. This role ensures day-to-day operation, rapid problem resolution, and implementation of operational best practices.
Main Responsibilities
- Receiving and executing commercial requests from the company's commercial areas.
- Executing night work orders to ensure operational continuity.
- Executing, controlling, and monitoring proactive, preventive, and reactive maintenance to minimize failures and breakdowns.
- Managing incidents with suppliers, acting as a point of contact, and responsible for escalation of breakdowns.
- Supervising production information systems to ensure their correct operation.
- Reviewing and documenting the platforms and services before they are put into operation.
- Creating detailed reports of incidents that occurred on platforms and services.
- Promoting and applying the best operational practices to optimize the efficiency and quality of services.
- Handling meetings with commercial areas.
- Following up on incidents.
- Following up on assigned projects.
- Applying bonuses, changes in profiles, cancellations, registrations, recharges, among others.
- Performing validation tests for platform version changes.
- Following up on tests requested by higher-level support as part of the resolution of reported incidents.
- Providing support for prepaid promotions/functionalities to external areas that request it.
- Documenting the procedures for new configurations and operation, as well as propose improvements in these procedures.
- Reviewing, documenting, and escalating with higher-level support the issues found in prepaid platform applications and services.
- Following up on escalated cases with higher-level support until the incident/problem is resolved.
- Automating recurring manual processes.
- Creating alarms/monitoring that allow quick action when detecting issues with the platform.
- Validating and escalating with marketing those cases of claims derived from the currently active configurations.
- Attending to the requirements of recurring parameterization that are sent by users through service tools such as JIRA.
- Executing configuration tasks on prepaid platforms under responsibility.
- Resolving N1 issues and follow up on issues reported by users for that platform.
- Performing any other related function required by the company's needs, derived from changes in business operations.
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