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Urgent! Coordinador de Nivel 1 Job Opening In Distrito de Miraflores – Now Hiring Stefanini

Coordinador de Nivel 1



Job description

En Stefanini somos más de genios, conectados desde 41 países, haciendo lo que nos apasiona y co-creando un futuro mejor.

Responsabilidades y atribuciones

Coordinador de Nivel 1

  • Supervisar las actividades diarias del equipo de analistas de mesa de ayuda nivel 1.

  • Asegurar el cumplimiento de los tiempos de respuesta y resolución establecidos en los SLA.

  • Monitorear la correcta atención de tickets y llamadas, verificando calidad en la atención.

  • Coordinar capacitaciones y sesiones de retroalimentación para el equipo.

  • Gestionar la carga de trabajo y distribución de incidentes entre los analistas.

  • Elaborar reportes de desempeño del equipo y proponer acciones de mejora.

  • Ser punto de contacto entre el equipo de nivel 1 y las áreas de soporte de niveles superiores.

Gestor de Incidentes

  • Asegurar que todos los incidentes sean registrados, categorizados, priorizados y escalados correctamente.

  • Coordinar con los equipos técnicos la resolución de incidentes mayores o críticos.

  • Comunicar de manera oportuna a los usuarios y áreas de negocio sobre el estado de los incidentes relevantes.

  • Activar y coordinar el proceso de gestión de incidentes mayores cuando corresponda.

  • Monitorear métricas e indicadores de incidentes (MTTR, volumen, reincidencias).

  • Documentar soluciones y asegurar que se alimenten en la base de conocimiento.

  • Participar en reuniones post-incidente para identificar oportunidades de mejora.

Requisitos y calificaciones

  • Formación técnica o universitaria en Ingeniería de Sistemas, Informática o afines.

  • Experiencia previa en mesa de ayuda o soporte técnico, con al menos 2 años en funciones de coordinación o supervisión.

  • Conocimientos en gestión de incidentes según ITIL v4.

  • Manejo de herramientas de gestión de tickets (ej.

    ServiceNow, Remedy, Jira Service Management, GLPI).

  • Conocimientos básicos de redes, sistemas operativos y aplicaciones corporativas.

  • Deseable: certificación ITIL Foundation.

  • Liderazgo y coordinación de equipos: motivar, guiar y dar soporte al personal de nivel 1.

  • Comunicación efectiva: tanto con usuarios no técnicos como con equipos de soporte especializado.

  • Orientación al cliente: empatía y compromiso con la calidad del servicio.

  • Capacidad de análisis y priorización: evaluar incidentes y decidir acciones rápidas.

  • Gestión del tiempo y organización: manejar múltiples incidentes y solicitudes simultáneamente.

  • Manejo de presión: mantener calma y efectividad ante incidentes críticos o picos de demanda.

  • Resolución de problemas: proactividad para encontrar soluciones inmediatas y sostenibles.

Informaciones adicionales

¿Buscas un lugar donde tus ideas brillen?

Con más de 38 años y una presencia global, en Stefanini transformamos el mañana juntos.

Aquí, cada acción cuenta y cada idea puede marcar la diferencia.

Únete a un equipo que valora la innovación, el respeto y el compromiso.

Si eres una persona disruptiva, te mantienes en aprendizaje continuo y la innovación está en tu ADN, entonces somos lo que buscas.

Ven y construyamos juntos un futuro mejor


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