IT Support Lead

IT Support Lead

Join our team as IT Support Manager at Finvivir

At Finvivir, we are transforming women's financial lives through innovative and accessible technology solutions. We are driven by integrity, our commitment to our clients, and the development of their communities. We are looking for an IT Support Lead who wants to be part of a dynamic and diverse team and help us fulfill this mission.

Key Responsibilities:

• Supervise the User Support Center and ensure compliance with established service level agreements (SLAs).
• Manage the ticketing system (JIRA) to monitor and handle incidents and service requests.
• Quickly escalate incidents or risks to mitigate impact.
• Escalate Level 2 and 3 incidents to agile teams or the corresponding vendors.
• Apply and continuously improve ITIL-based processes: Incident, Request, and Configuration Management.
• Coordinate support operations in Mexico, Colombia, Peru, an...