Technology Operations Analyst

What you’ll do

• Serve as an escalation point for critical IT incidents, coordinating with engineering, security, and support teams to drive rapid resolution.
• Manage the incident and problem lifecycle within our IT Service Management (ITSM) platform (e.g., ServiceNow, Jira Service Management).
• Collaborate with engineering teams during the release and deployment of new software or infrastructure to ensure smooth transitions into production.

What experience you need

• Experience: 2–5 years of experience in IT operations, systems administration, network operations center (NOC) environments, or technical support.
• Education: Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field (or equivalent practical experience).
• ​ Technical Skills:

• Proficiency with IT Service Management (ITSM) platforms (ServiceNow, Jira, Zendesk).
• Familiarity with system and application monitoring tools.
• Strong understanding of ITIL frameworks and best practices (Incident, Problem, and Change Management).
• Basic knowledge of cloud environments (AWS, Azure, or GCP) and core networking concepts (DNS, DHCP, TCP/IP, VPNs).

• Soft Skills: Strong analytical and troubleshooting skills, excellent written and verbal communication, and the ability to manage multiple priorities under pressure.

Primary Location

CRI-Heredia

Function

Function - Tech Engineering and Service Ops

Schedule

Full time