IT Change & Release Management Operations Analyst providing 24x7 operational support for enterprise Change and Release Management. Focus on governance, ServiceNow integrity, and automation for operational success.
About the role
- Field Services Coordinator providing leadership for Field Engineering teams in the Caribbean and Central America. Ensuring effective coordination, performance monitoring, and operational excellence.
Responsibilities
- Provide leadership and operational oversight for Field Engineering teams across regional operations in the Caribbean and Central America
- Ensure effective coordination of field services, high service standards, streamlined escalation handling, and continuous improvement of processes and technical support performance
- Provide clear guidance, direction, and coordination for Field Engineering teams across multiple regional markets
- Identify recurring trends, complex incidents, and issues related to new system releases or hardware/software upgrades
- Ensure end‑to‑end support for incidents, requests, and operational needs in collaboration with resolution groups and technical specialists
- Act as a primary point of contact between field engineers, technical teams, and service delivery functions to enable smooth cross‑functional collaboration
- Monitor hardware, software, and equipment availability to detect gaps or risks impacting service delivery
- Manage procurement‑related activities to ensure timely delivery of equipment and alignment with operational requirements
- Provide training on tools, processes, and best practices to enhance service execution and operational excellence
- Generate periodic reports, performance dashboards, and insights highlighting service trends, opportunities, and regional performance indicators
- Offer feedback to internal teams and stakeholders regarding performance improvements, strategic actions, and service optimization opportunities
- Support adherence to operational policies, processes, and service standards as defined by the organization
Requirements
- Fluency in Spanish and a High level of English required
- Minimum 5 years of experience coordinating technical teams, field service operations, or IT support functions
- Knowledge of ITSM platforms (ServiceNow, Remedy, or similar)
- Strong analytical abilities, including report creation and presentation using tools such as Excel and/or Power BI
- Minimum 5 years of experience working with multinational companies or in roles with regional or multi-market coordination
- Excellent communication, problem-solving, and prioritization skills
- Ability to collaborate with diverse teams across different operational regions
- Related engineering degree completed
Benefits
- Equal Opportunity Employer
- Flexible work arrangements
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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