Solid working knowledge of ITIL-based incident management: triage, prioritisation, escalation, and closure

Experience working alongside technical teams — comfortable communicating clearly with developers without being one yourself

A track record of managing SLAs and knowing when and how to escalate

Strong written and verbal communication: updates, reports, and client messages that are clear and well-structured

Organised and detail-oriented — accurate logs, clean handoffs, nothing falling through the cracks

Fluent English & Spanish level— our client environment is international.

Familiarity with ITSM tooling — Jira Service Management, OpenText SMAX, ServiceNow, or similar

Experience with KPI dashboarding tools — Looker, Power BI, or equivalent