Track Lead - Desk Side Services, AMT Asset Management Software

Job Summary

• Leading incident, problem, and escalation management across regions.
• Lead the end-to-end service management for e Commerce and Digital platforms.
• Act as the operational owner of incidents, problems, and escalations (P1–P3) across the region.
• Coordinate and facilitate war rooms, incident calls, and executive follow-ups.
• Ensure clear, timely, and consistent communication to business and technology stakeholders.
• Ensure SLA/KPI compliance and ticket quality.
• Define and execute operational routines (daily checks, weekly reviews, executive reporting).
• Work closely with Product, SRE, Infrastructure, and Global Support (L2/L3).
• Prepare and lead operations during Peak Season and high traffic events.
• Identify operational risks, critical dependencies, and improvement opportunities.
• Drive Service Management standards, ownership, and accountability. Support onboarding, training, and alignment processes with business and technical teams.
• Coordinating with Business, Product, SRE, Infra, Engineering, Global Support Teams.
• Ensuring SLA and KPI compliance, ticket quality, backlog hygiene, and operational reporting.
• Executing Peak Season operational readiness and risk mitigation.
• Driving continuous improvement and service maturity.
• Bilingual: Spanish (Native), English (+70%)

Key Responsibilities

• Leading incident, problem, and escalation management across regions.
• Lead the end-to-end service management for e Commerce and Digital platforms.
• Act as the operational owner of incidents, problems, and escalations (P1–P3) across the region.
• Coordinate and facilitate war rooms, incident calls, and executive follow-ups.
• Ensure clear, timely, and consistent communication to business and technology stakeholders.
• Ensure SLA/KPI compliance and ticket quality.
• Define and execute operational routines (daily checks, weekly reviews, executive reporting).
• Work closely with Product, SRE, Infrastructure, and Global Support (L2/L3).
• Prepare and lead operations during Peak Season and high traffic events.
• Identify operational risks, critical dependencies, and improvement opportunities.
• Drive Service Management standards, ownership, and accountability. Support onboarding, training, and alignment processes with business and technical teams.
• Coordinating with Business, Product, SRE, Infra, Engineering, Global Support Teams.
• Ensuring SLA and KPI compliance, ticket quality, backlog hygiene, and operational reporting.
• Executing Peak Season operational readiness and risk mitigation.
• Driving continuous improvement and service maturity.
• Bilingual: Spanish (Native), English (+70%)

Skill Requirements

• Leading incident, problem, and escalation management across regions.
• Lead the end-to-end service management for e Commerce and Digital platforms.
• Act as the operational owner of incidents, problems, and escalations (P1–P3) across the region.
• Coordinate and facilitate war rooms, incident calls, and executive follow-ups.
• Ensure clear, timely, and consistent communication to business and technology stakeholders.
• Ensure SLA/KPI compliance and ticket quality.
• Define and execute operational routines (daily checks, weekly reviews, executive reporting).
• Work closely with Product, SRE, Infrastructure, and Global Support (L2/L3).
• Prepare and lead operations during Peak Season and high traffic events.
• Identify operational risks, critical dependencies, and improvement opportunities.
• Drive Service Management standards, ownership, and accountability. Support onboarding, training, and alignment processes with business and technical teams.
• Coordinating with Business, Product, SRE, Infra, Engineering, Global Support Teams.
• Ensuring SLA and KPI compliance, ticket quality, backlog hygiene, and operational reporting.
• Executing Peak Season operational readiness and risk mitigation.
• Driving continuous improvement and service maturity.
• Bilingual: Spanish (Native), English (+70%)

Other Requirements

1. Itil Foundation Certification (Optional But Valuable).

2. Relevant Asset Management Certifications (Optional But Valuable)